MTS Globe

MTS Globe is the biggest independently owned incoming company in Europe. Our network includes 66 destination offices in 22 countries in and around the Mediterranean Sea, the Atlantic Ocean, Northen Africa, the Black Sea, the Arabian Gulf and Mexico´s Caribbean Coast.

Since its foundation in 1967, MTS Globe has built up a strong market presence in 27 source markets in Europe and North America. It serves over 5,3 million customers with 27 million overnights per year in over 10.000 hotels.

250 clients have chosen MTS Globe as their preferred destination partner. They enjoy a superior degree of satisfaction because of reliable and high service levels, as well as customized solutions, advanced technological integrations, individual attention to each customer, best quality-price ratios due to large purchasing volumes and synergies based on a strong international network.

900 employees from 25 nationalities, a strong team of local shareholder partners, combined with central experts for operational, commercial and technological support to ensure a superior value for all MTS Globe clients.

The MTS Globe vision is to continue expanding the network and create new business models in a continuously changing distribution environment. An expansion based on satisfied clients, true partnerships with customers as well as hotel suppliers, and visionary IT solutions.

Job Description

The Resort Representative is the primary point of contact for guests during their holiday. The role ensures excellent customer service, provides accurate information, supports guests throughout their stay and promotes excursions and services to enhance the customer experience. The representative acts as the company’s ambassador within assigned hotels and maintains strong relationships with hotel partners.

Key Responsibilities

Guest Services

* Welcome guests upon arrival and provide a professional introduction to the resort, hotel procedures, and company services.
* Conduct welcome meetings and briefings according to company standards.
* Handle guest inquiries, feedback and complaints, ensuring issues are resolved promptly and effectively.
* Provide accurate information regarding excursions, local attractions, safety procedures, and resort facilities.
* Maintain a visible presence in allocated hotels and ensure daily hotel visits are completed.

Sales & Promotion

* Promote and sell excursions, activities, and services offered by the company.
* Achieve or exceed daily/weekly sales targets.
* Record all bookings and payments accurately and ensure proper follow-up.
* Use selling techniques to maximize revenue while ensuring customer satisfaction.

Operations & Administration

* Prepare daily reports: sales reports, guest feedback, incident logs, and hotel visit summaries.
* Assist in airport operations when required (arrivals, departures, transfers).
* Follow company procedures regarding cash handling, reporting and documentation.
* Ensure promotional materials (displays, posters, brochures) are clean, updated, and well presented in each hotel.

Safety & Compliance

* Comply with company health and safety procedures.
* Provide guests with essential safety information, including emergency contacts and local regulations.
* Report any incident, accident or risk situation immediately to management.

Skills & Competencies

* Excellent communication and interpersonal skills.
* Strong customer service orientation with a positive and professional attitude.
* Confident speaker with the ability to present information clearly.
* Sales-driven with negotiation and persuasion skills.
* Problem-solving ability and capacity to work under pressure.
* Organizational skills and attention to detail.
* Ability to work both independently and as part of a team.

Requirements

* Previous experience in tourism, hospitality, or customer-facing roles is an asset.
* Fluency in English (additional languages such as French or German are an advantage).
* Good knowledge of the resort area, culture, and excursions (training provided).
* Availability to work flexible hours, weekends, and public holidays.
* Professional appearance and behavior.
* Have a means of transportation (Car, Motocycle,...)

Performance Indicators

* Guest satisfaction score
* Sales performance and conversion rate
* Quality of hotel coverage and reporting
* Complaints resolution and response time