Guest Relations & Loyalty Ambassador (m/f/d) Head Office Zadar | Full-Time | CRM & Guest Experience

Join our Falkensteiner Members Club Journey

At Falkensteiner, unforgettable guest experiences don't end after check-out. Our Members Club creates lasting relationships, meaningful interactions and loyal brand ambassadors across all our destinations.

As our Guest Relations & Loyalty Ambassador , you are the personal connection between Falkensteiner and our Members Club community. You accompany members throughout their journey, support them with care and professionalism, and help create memorable experiences that turn guests into loyal fans.

If you enjoy connecting with people, solving challenges, and creating exceptional service experiences while working in an international hospitality environment, we would love to meet you.

Guest Relations & Loyalty Ambassador (m/f/d)

Head Office Zadar | Full-Time | CRM & Guest Experience

Your Tasks

Create Outstanding Member Experiences

- Be the first point of contact for our Members Club via phone, email and chat
- Advise members on benefits, membership levels and exclusive offers
- Support members throughout their loyalty journey and ensure an excellent customer experience

Build Meaningful Relationships

- Engage proactively with members through personalized communication
- Celebrate special moments such as birthdays, anniversaries and membership upgrades
- Reconnect inactive members and strengthen long-term loyalty

Resolve Challenges with Care

- Handle guest feedback and complaints professionally and independently
- Find fast and customer-oriented solutions, even in complex situations
- Escalate and coordinate sensitive cases when required

Ensure Data Quality & Accuracy

- Maintain accurate member profiles and support data quality initiatives
- Correct member information, merge duplicate profiles and assign bookings correctly
- Handle data privacy preferences and consent information in line with GDPR requirements

Drive Continuous Improvement

- Collect valuable member feedback and insights
- Contribute ideas to enhance the loyalty program and customer journey
- Support the optimization of processes and member communications

Collaborate Across Teams

- Work closely with Guest Experience, CRM, Marketing, Operations, Technology and Data Protection colleagues
- Contribute to creating a seamless and inspiring member experience across the entire guest journey

What You Bring

- First experience in Customer Service, Guest Relations, CRM or Loyalty Management
- A genuine passion for hospitality and delivering outstanding guest experiences
- Strong communication skills, empathy and a service-oriented mindset
- Excellent German language skills (written and spoken) is a must have
- Very good English skills; Croatian is considered an advantage
- Structured, reliable and detail-oriented working style
- Confidence working with CRM systems (Salesforce is a plus) and Excel
- Basic understanding of customer data management and GDPR principles

What We Offer

Employment Details

- Full-time employment (40 hours per week)
- Fixed-term contract (12 months) with the possibility of permanent employment
- Hybrid working opportunities and flexible shift schedules, including weekends and public holidays, depending on operational requirements.
- Workplace: Zadar, Croatia
- Start date: By mutual agreement

Salary & Benefits

Earn up to approximately EUR 1,500 per month through a combination of gross salary and non-taxable benefits.

The package includes:

- EUR 1,185 - 1,300 gross monthly salary
- A minimum of EUR 200 per month in non-taxable benefits and employee awards
- Additional performance-related incentives
- Annual performance bonus of up to one additional monthly salary

Additional Paid Benefits

- Monthly meal allowance
- Transportation allowance
- Performance-based bonuses and seasonal incentives
- Holiday bonuses and additional employee rewards throughout the year
- Free parking for employees

Falkensteiner Perks

- Attractive employee rates at Falkensteiner Hotels & Residences
- Special rates for family and friends
- Structured onboarding program to ensure a successful start
- Individual development plans and continuous learning opportunities

Why Falkensteiner?

At Falkensteiner, we believe that genuine relationships make the difference. Join us in creating memorable guest experiences and shaping the future of our Members Club.

Become part of our story and help us turn guests into loyal fans.

Apply now and #WelcomeHome.

Please submit your application exclusively via the "Apply" button.

Contact: Maximilian Zernatto, Head of CRM & Guest Experience · Walcherstrasse 1A, Stiege C2, Top 6.04, 1020 Wien

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