Booking and Guest Relations Coordinator

On-site
• Full-Time position

Our offices are located in Graça, Lisbon.

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The Booking and Guest Relations Coordinator is a pivotal role in ensuring seamless operations and unparalleled guest satisfaction across all Silent Living Houses. As the face of guest relations and reservations, you will engage with our guests at every stage of their journey, from initial inquiries to post-stay follow-ups. Your primary mission is to ensure our guests enjoy flawless, upscale, and professional service while maximizing occupancy and revenue for all properties.

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Key Responsibilities:

Reservations & Payments Management:

• Respond promptly and professionally to guest inquiries via phone and email about all Silent Living Houses.
• Manage reservations efficiently using Mews.
• Process payments for reservations and additional services such as transfers, breakfasts, massages, laundry, and more through Mews.
• Handle invoices using Moloni.
• Issue vouchers or process refunds for cancellations as required.
• Monitor outstanding payments, unused vouchers, and other financial details to ensure accuracy.
• Ensure room allocations are accurate and up-to-date to maximize occupancy and revenue.

Guest Relations:

• Assist with room setups, airport transfers, and personalized guest experiences, ensuring every detail exceeds expectations.
• Proactively contact guests prior to arrival to prepare for their stay and address any questions.
• Welcome guests warmly upon arrival and ensure a smooth check-in process.
• Coordinate departures in advance and manage seamless check-out procedures, ensuring guests feel supported until their final moment with us.
• Maintain professional and engaging communication with guests even after check-out, offering assistance when needed.

Service Excellence & Upselling

• Inform guests about house services, dining options, and local offerings, consistently aiming to upsell additional revenue opportunities.
• Recommend and organize reservations for restaurants, tours, and local attractions.
• Promote all Silent Living houses and programs, building a strong connection with past, current, and future guests.
• Actively listen to guest needs and anticipate their desires to deliver a personalized and memorable experience.
• Address and resolve guest concerns promptly, maintaining a positive and proactive approach.

Operational Coordination

• Act as the central point of communication between guests and staff, ensuring requests and concerns are addressed effectively.
• Analyze guest feedback to identify opportunities for strategic improvements.
• Ensure the front desk is organized, presentable, and efficient.
• Manage luggage collection and storage to ensure smooth arrivals and departures.
• Troubleshoot emergencies with composure and efficiency.
• Oversee and ensure compliance with government-related requirements and regulations.

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Qualifications

• Fluent in English; additional languages are a plus.
• Proficient and efficient in managing email communications.
• Exceptional multi-tasking skills and the ability to manage competing priorities.
• Strong sense of teamwork and a collaborative mindset.
• Excellent communication skills and the ability to build rapport with diverse individuals.
• Genuine passion for delivering upscale guest experiences.

Your Skills

• Communication.
• Allocations.
• Cancellations.
• Food and beverage operations.
• Front office operations.
• Guest relations.
• Receptionist duties.
• Refunds.
• Reservations.
• Service quality.

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What We Offer

• A dynamic and collaborative work environment within an inspiring hospitality brand.
• Opportunities for professional growth and development.
• The chance to work closely with guests from around the world, creating meaningful connections.

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If you are a dedicated and enthusiastic individual who thrives on creating exceptional guest experiences, we would love to hear from you! Join the Silent Living family and become an integral part of crafting unforgettable memories for our guests.

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How Do I Apply?

Please submit your resume to ***

We look forward to hearing from you.