Customer Experience Executive

Description

Job Summary: Coordinate and manage guest needs, resolve issues, and enhance guest experience through effective communication and critical decision-making. Key Responsibilities: 1. Handle guest inquiries and assist guests post-booking and check-in 2. Resolve guest issues and coordinate additional services 3. Make critical decisions and propose innovative ideas *Leading hotel and resort company,* ***is seeking:*** ***Senior Customer Service Executive*** **Experience and Knowledge:** Minimum of 1 year in the hospitality industry; conversational English proficiency. Willingness to travel to Puerto Escondido, CMDX, and Riviera Maya. Social media management; WhatsApp, Facebook, and Instagram available 24/7! **Education:** Bachelor’s degree in Tourism or Economics/Administration-related fields. **Schedule:** Monday to Friday, 4 hours daily in the morning; mobile phone usage required 24/7. **Main Functions and Responsibilities:** \- Manage guest inquiries after reservation confirmation via the PMS / ClickUp platform. \- Assist guests after check\-in (inquiries, recommendations) / Issue resolution \- Inform and assist guests experiencing entry code issues. \- Report guest issues to appropriate departments (HK/MT/IT) for immediate resolution. \- Make critical decisions regarding guest issues. \- Coordinate additional services such as cleanings, amenities, partnerships, or special requests. \- Coordinate ECI/LCO with other departments \- Maintain clear and effective communication with Housekeeping, Maintenance, IT, Tech, and unit security staff via various channels (Slack/WhatsApp). \- Create and submit guest payment requests. \- Collaborate with the Product team in piloting any initiatives. \- Assist Maintenance, Housekeeping, and IT in confirming unit availability for access. \- Gracefully manage frustrated or dissatisfied guests and escalate IMMEDIATELY when appropriate. \- Continuously propose new ideas and proactively develop them alongside daily tasks. ***Employment Offer.*** * Monthly net salary of $12,000\.00. * Statutory benefits * Eligibility for permanent employment * Direct hiring by the company. **Work Location:** Residencial Bosques de Zerezotla, 72764, Cholula de Rivadavia Puebla. **If interested, please apply through this channel attaching your CV. Do not forget to update your contact information, including your email address and telephone numbers.** Job Type: Full-time Salary: Starting from $6,398\.18 per month Workplace: On-site employment