Asistente de Atención al Cliente

EN EL CORAZÓN DEL MEDITERRÁNEO, PLAYA DE PALMA, UNO DE LOS PRINCIPALES DESTINOS TURÍSTICOS DE EUROPA, PUEDES DESCUBRIR Y DISFRUTAR DE AMOK . La isla que no es una isla. Una exclusiva experiencia multidimensional donde la naturaleza se une a lo mejor de la emoción para redefinir tu realidad.

Buscamos persona responsable para la preparación de Shishas y apoyo al equipo de camareros .

Shishero

Somos la compañía líder en España y una de las mayores del mundo, con diez marcas reconocidas y más de 370 hoteles en cuatro continentes. Meliá Hotels International es el único entre los veinte mayores grupos hoteleros internacionales con un origen vacacional y con el tamaño ideal para combinar una excepcional hospitalidad con una gestión eficiente y cercana a sus stakeholders. Todo esto, unido a nuestra calidez y pasión españolas, nos hace únicos y diferentes.


En Meliá todos somos Very Inspiring People, grandes profesionales que hacen el día a día más fácil y excepcional. Desde el recién llegado hasta el más veterano, todos ellos reúnen unas cualidades únicas e importantes que hacen que trabajar en Meliá sea una oportunidad de crecimiento constante y un pasaporte para crear tu futuro donde quieras.

<h2 style="text-align:justify">¿Cúal será tu misión?</h2>Como Guest Experience Manager del INNSiDE Barcelona Apolo, serás responsable de liderar la estrategia de experiencia del huésped en un hotel urbano y lifestyle referente en la ciudad. Tu misión será garantizar que cada cliente viva una estancia auténtica, creativa y alineada con el ADN INNSiDE, asegurando el cumplimiento de los estándares de marca, personalizando cada interacción, anticipando necesidades y coordinando iniciativas que eleven la satisfacción, fidelización y conexión con el hotel. Serás la persona clave para impulsar la innovación, la calidad de servicio y el posicionamiento del INNSiDE Barcelona Apolo como un hotel vibrante, moderno y centrado en las personas.  <h2 style="text-align:justify">¿Cuáles serán tus responsabilidades?</h2><ul style="text-align:justify"><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Implementar y asegurar los estándares y atributos de marca INNSiDE.</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-weight:bold">Diseñar y supervisar la experiencia del cliente, anticipando necesidades y gestionando incidencias.</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-weight:bold">Analizar la Voz del Cliente y definir planes de mejora.</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-weight:bold">Desarrollar la estrategia sensorial (aroma, música, iluminación, decoración).</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-weight:bold">Coordinar programas de Experience, Entertainment y eventos del hotel (cuando aplique).</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-weight:bold">Liderar equipos de Guest Service / Concierge (si aplica).</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-weight:bold">Controlar inventarios, pedidos y recursos del departamento.</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-weight:bold">Participar en la elaboración y seguimiento del presupuesto.</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-weight:bold">Colaborar en auditorías y asegurar cumplimiento normativo.</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;font-weight:bold">Analizar competencia y proponer experiencias innovadoras.</li></ul> <h2 style="text-align:justify">¿Cuáles son los requisitos?</h2><ul><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-align:justify">Formación en Turismo, Hotelería, Marketing o similar.</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-align:justify">Español e inglés avanzado (valorable tercer idioma).</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-align:justify">Experiencia mínima de 2 años en puesto similar, preferiblemente en hotel urbano o lifestyle.</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-align:justify">Conocimientos de gestión hotelera, experiencia de cliente y nociones financieras.</li><li style="font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Competencias: liderazgo, creatividad, organización, vocación de servicio, comunicación eficaz y atención al detalle.</li></ul>

Guest Experience Manager - INNSiDE Barcelona Apolo

GUEST EXPERIENCE MANAGER MISSION: the Guest Experience Manager is the head of the department in the hotel, ensuring compliance with product, service and image standards, for the maximum satisfaction of customers, always offering unique and personalised experiences and committing to achieve excellence in customer satisfaction and optimisation of economic and human resources under their responsibility. Your Tasks:<ul><li style="line-height:115%;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">To be the brand ambassador in the hotel, ensuring optimal implementation of the attributes, standards and manuals that apply in their department, as well as ensuring compliance in the rest of the areas, defining improvement plans if necessary.</li><li style="line-height:10.75pt;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.</li><li style="line-height:113%;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Implementing the different customer experience management tools, as well as monitoring and analysing the results of the Voice of the Customer, ensuring compliance with the goals set and defining improvement plans if necessary.</li><li style="line-height:normal;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Define and implement the guests’ digital experience, according to the global strategy.</li><li style="line-height:normal;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Manage customer incidents, following the established protocols.</li><li style="line-height:normal;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Adapt the standards subject to the local customisation of the product.</li><li style="line-height:normal;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Support negotiations with external suppliers, following the product guidelines set.</li><li style="line-height:115%;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Define, develop and implement the hotel's Sensory Architecture strategy, in terms of lighting, decoration, aroma and piped music, ensuring compliance in different areas.</li><li style="line-height:10.75pt;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Approve material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal</li><li style="text-indent:0.0cm;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-align:left">control of their department’s inventories.</li><li style="line-height:normal;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Define and implement the strategy of the Experience and / or Event Programme as applicable.</li><li style="line-height:normal;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Define, implement and manage the Entertainment programme strategy if applicable.</li><li style="line-height:115%;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Manage and supervise the Guest Service Line team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.</li><li style="line-height:115%;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Manage and supervise the Guest Services / Concierge / Butler and Destination Concierge team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.</li><li style="line-height:normal;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Search and analyse information on the competitors to maintain the hotel positioning.</li><li style="line-height:normal;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Research and develop innovative experiences and services that keep the hotel at the forefront.</li><li style="line-height:normal;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Manage the hotel's seasonal closure and reopening processes.</li><li style="line-height:normal;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif;text-indent:1.0px">Coordinate, implement and analyse the pilots that are determined in their area.</li><li style="line-height:normal;background-color:white;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif"> </li></ul>What are we looking for:University degree, preferably Tourism or Hospitality, or similar. Language Skills advanced English.<ul><li style="line-height:normal;background-color:white;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Development of management tools and processes, as well as improvement of KPIs. </li><li style="line-height:12.4pt;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Knowledge of brand strategies</li><li style="margin:0.05pt -0.75pt 1.0E-4pt 0.0px;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Knowledge of hotel management and/or Customer Experience tools.</li><li style="margin:0.05pt 0.0cm 1.0E-4pt 0.0px;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Financial knowledge.</li><li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Knowledge of Hotel Operations.</li><li style="margin:0.05pt 0.0cm 1.0E-4pt 0.0px;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Ability to lead and inspire a team.</li><li style="line-height:12.35pt;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Organisation and planning.</li><li style="line-height:12.35pt;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Analytical capacity.</li><li style="margin:0.05pt 0.0cm 1.0E-4pt 0.0px;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Proactivity and Innovation.</li><li style="margin:0.05pt 0.0cm 1.0E-4pt 0.0px;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Excellent communication skills.</li><li style="margin:0.05pt 0.0cm 1.0E-4pt 0.0px;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">High vocation for service.</li><li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Problem-solver.</li></ul><ul style="margin-top:0.0cm;margin-bottom:0.0cm;text-align:left" type="disc"><li style="color:#8e8783;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Attention to detail.</li><li style="color:#8e8783;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Knowledge of hotel operations. </li><li style="color:#8e8783;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Excellent communication skills</li><li style="color:#8e8783;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:14.0pt;font-family:&#39;trebuchet ms&#39;, geneva, sans-serif">Problem-solving skills. </li></ul> External: 3 years in a similar position in the hospitality industry. Internal: At least 2 years’ experience in the Guest Experience department in a manager role.

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Shishero

Guest Experience Manager - INNSiDE Barcelona Apolo

Guest Experience Manager

Shishero

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Requisitos

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