Oversee all aspects of the guest journey?pre-arrival, stay, and post-departure?to guarantee exceptional service, satisfaction, and repeat bookings.
Personalized Service:
Anticipate guest needs and tailor experiences (e.g., welcome amenities, special requests, concierge arrangements) aligned with Ventura Stays? luxury standards.
Communication & Coordination:
Maintain direct communication with guests via WhatsApp, phone, and email. Coordinate with housekeeping, maintenance, concierge, and operations teams to ensure flawless execution.
Complaint Resolution:
Handle issues promptly and professionally, turning challenges into opportunities for positive brand impressions.
Brand Consistency:
Uphold Ventura Stays? service tone, guest communication style, and brand image across all touchpoints.
Quality Assurance:
Conduct spot checks before guest arrivals to ensure units meet our 5-star cleanliness, setup, and presentation standards.
Upselling & Guest Retention:
Promote upsell items, concierge services, and repeat bookings.
Reporting:
Provide weekly reports on guest satisfaction, reviews, and operational feedback to management.
