MISSION: Responsible for the daily operations of the department, committed to achieving excellence in customer satisfaction. Works alongside the team to meet and exceed customer service expectations.
RESPONSIBILITIES:
- Personalize guest interactions by using their name during conversations.
- Maintain accurate guest profiles, ensuring compliance with data regulations.
- Stay informed about VIP arrivals and ensure a proper welcome.
- Handle front desk administrative tasks, including billing and credit card processing.
- Manage guest complaints with professionalism and empathy.
- Communicate important information to front desk management.
- Continuously improve skills and contribute to front desk best practices.
- Support the Revenue team by maximizing upselling and cross-selling.
- Ensure smooth and efficient check-in/check-out processes, including digital check-ins.
- Handle internal and external guest phone requests when necessary.
- Act as a hotel ambassador, upholding service standards at all times.
- Address guest inquiries and requests efficiently within an acceptable timeframe.
CUSTOMER EXPERIENCE:
- Comply with brand standards and operational guidelines.
- Personalize guest experiences by anticipating and exceeding expectations.
- Handle customer incidents and escalate unresolved issues.
- Support the hotel’s Sensory Architecture and promote its services, events, and experiences.
REQUIREMENTS:
- Education: University degree or vocational training in Tourism, Hospitality, or similar.
- Languages: Advanced English; a third language is a plus.
- Experience: At least 1 year in customer service.
- Skills: Hotel operations, check-in/out procedures, customer service, complaint handling, organization, and communication.
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.
