Guest Relations Supervisor

hace 2 semanas

Madrid, Madrid, España Accor Hotels A tiempo completo
Company Description

"Why work for Accor?" We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"
We are Heartists "Heartist" describes both our culture and who we are. Everything we do comes from the heart, and we're experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things
We believe that the world is more welcoming when we're connected. So that we see what we have in common, instead of what sets us apart.

Life in Movenpick The Place to Savour Life- We believe true hospitality is about turning small gestures into heartwarming moments.

We enable our guests to Savour the flavor of life, balancing small indulgence with what's good for them- and good for the world.

Job Description

Key Deliverables and Responsibilities Planning & Organizing: Organisation of Repeat Guest filing administrationUp-keeping of Hotel/Guest Information booklets and pamphlets.
Co-operation with Housekeeping / F&B and Front Office.
Room allocation, identify guest needs.
MIPs & RIPs preparation.
Awareness of outside activities/recreation etc.
Perform as per OSM Standards and in line with the Company's Values and Core Behaviours.
Be fully aware of the daily information and activities.
Properly groomed at all timesDrive "Cherish" and Guest targets to be met.

Show fullest cooperation and respect within the team and other departmentsOperations:

Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information.

Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction.

Monitor guest service personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.

Handle guest complaints and assist in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch immediately.

Responsible for an efficient, clean, safe and hygienic upholding of all front office area.
Assure compliance and coordination of guest's needs, requests and personal preference.
Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department's standards.
Ensures adherence to company and hotel policies by all departmental employees.

Provides General Manager with a summary of activities and operations during the night shift by preparing a daily written logbook.

Insures guests' satisfaction by resolving and taking appropriate actions on all guests' complaints.

Calls General Manager and concerned HOD's without delay for any fire, bomb threat, burglary or death that has occurred on the premises during the shift.

Calls Hotel Doctor, GM, FOM and Security Manager in case of guest accident.
Handle all employees' accident as per hotel policy.
Ensures hotel's employees grooming & appearance standards are met.
Trains new Guest services department personnel.
Answers letters of inquiry regarding rates and availability.
Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities.
Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained.

Maintains hotel's level of cleanliness and sanitation (hygiene) in accordance with Regent standards by conducting inspections and taking appropriate action.

Check guests in and out, including preparation of guest bills and authorizing payments.
Responsible for cash handling including float and banking.
Dealing efficiently with day to day billing and guest service queries.
Report anything considered a health and safety hazard.
Using information available, plan and control both the preparation of future shifts and effective communication to the team.
To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external.

Allocation of all rooms to include, special requests, sofa bed rooms and any other requirements as directed by the FOM.Authorizes payments in case of emergencies.

Maintain policy of the power saving.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:
Ensure proper care of all equipment and furniture entrusted for Heartists use.

Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.

Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.

Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Sustainability program (saving energy, recycling, sorting waste etc).Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel's policy on Fire, Hygiene, Health and Safety.

Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
Does not disclose any financial information or any other information of the Accor Hotels.
Our Values Our values are our common language, they drive us every day.

Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group.

They perpetuate and spread -beyond professions, persons, countries and cultures- the sense of hospitality and service, our strength and nourishment of the Group's success worldwide.

Guest Passion We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.
Sustainable Performance We believe that hospitality has the power to unlock a better tomorrow.

We act for good to support & empower the communities in which we live and protect the planet that you visit.

Respect We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.
Spirit of Conquest Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, we have fun doing it.
Trust Hospitality is a team sport, and we're stronger when we trust and support each other. We believe in natural kindness, respect our differences and value all voices. We work as one team, to say what we do, and do what we say.
Innovation We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible.

Qualifications

Calm and able to work well in a fast-paced team environment.
Strong interpersonal and problem solving abilities.
Strong communicator with proven problem-solving abilities and exceptional attention-to-detail.
A passion for customer service along with a strong desire to achieve goals and targets. Additional Information

Opera PMS knowledge is an advantage.
University/College degree in a related discipline preferred.
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