Job description
Mission: Responsible for the daily operations of the department, committed to achieving excellence in customer satisfaction. They work alongside the team to meet and exceed customer service expectations.
What will you have to do doing?
• Personalize each guest's interaction by using their name during conversations.
• Be responsible for maintaining guest profiles to provide an accurate source of information on each guest’s needs and preferences, in compliance with local data regulations.
• Stay informed about potential VIPs arriving or visiting various hotel areas, ensuring they are welcomed and accompanied to their destination.
• Efficiently handle all front desk administrative tasks, ensuring guest account accuracy and proper billing/credit card processing in line with local charge limit regulations.
• Manage all guest complaints in a professional, personal, and empathetic manner.
• Ensure all relevant information is promptly communicated to the front desk management team.
• Seek continuous improvement in personal knowledge and skills, actively engaging with leadership in creating best practices for the front desk.
• Support the rate strategy set by the Revenue team. Maximize hotel sales and revenue by promoting upselling/cross-selling.
• Ensure guests receive a quick and efficient check-in and check-out process. If applicable, be knowledgeable about the digital check-in process to assist guests accordingly.
• Attend internal and external guest phone requests if the hotel does not have a centralized Guest Service Line.
• Act as a hotel ambassador whenever representing the company.
• Be responsible for maintaining guest profiles to ensure an accurate source of information on each guest’s needs and preferences.
• Immediately communicate all pertinent information to the front desk management team.
• Demonstrate the ability to work under supervision and maintain a courteous and helpful attitude toward both colleagues and guests, with strong communication skills, enthusiasm, and a willingness to learn.
• Have the ability to understand and exceed guest expectations and needs.
• Support, uphold, and enforce hotel service standards.
• Ensure that all guest inquiries or requests are handled politely and efficiently within an acceptable timeframe.
What are we looking for?
• Be knowledgeable of the Brand philosophy and comply with the standards, operational and identity manuals that apply to their department.
• Ensure the customer's experience and personalise their stay, anticipating their needs and exceeding their expectations.
• Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found.
• Be knowledgeable of the Voice of the Customer goals and to execute the necessary actions to achieve them.
• Support their manager with the Sensory Architecture established for their areas.
• Be knowledgeable and promote the hotel’s services and facilities as well as the entertainment programme, experiences and events.
Education and Training: University degree or vocational training in Tourism, hotel management, or similar.
Languages: Advanced English. A third language is a plus.
Experience: At least 1 year of experience in customer service.
Specific Knowledge:
• Knowledge of hotel operations.
• Knowledge of check-in and check-out procedures.
• Familiarity with hotel management systems.
• Knowledge of security and emergency protocols.
• Customer service skills and handling complaints.
• Effective communication.
• Service-oriented attitude.
• Organization and planning.
The position can be classified between level C3 and level C2 of the National Collective Contract Turismo AICA, with an initial economic treatment not lower than the contractual minimums foreseen for the level that will be identified at the outcome of the selection (level C3: €1.621,40 gross monthly; level C2: €1.726,99 gross monthly).
The indicative Gross Annual Salary is between €22.699,60 and €24.177,86, in relation to the skills, experience gained, degree of autonomy, responsibilities and working conditions of the position.
Further information on framing, economic treatment, any reward systems, welfare and company benefits will be provided during the selection process.
