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Agente Guest Experience

hace 3 meses

Marbella, Málaga, España Grupo El Fuerte A tiempo completo


Buscamos a una persona para el puesto de
Agente de Guest Experience de nuestro
Hotel El Fuerte Marbella ubicado en Marbella, Málaga.

Serás el/la encargado/a de colaborar en la atención al cliente y organización de eventos, garantizando el logro de los objetivos de satisfacción de cliente y/o grupos, así como preservando que los servicios y eventos que se desarrollan en el hotel cumplen con las normas y los estándares de calidad establecidos.


Trabajarás en
Fuerte Group Hotels, una gran familia de profesionales de primer nível con casi 7 décadas en el sector hotelero que ha crecido en marcas diferenciadas especialmente en el sur de España.


El
Hotel El Fuerte Marbella es un histórico establecimiento hotelero de la Costa del Sol de 5 estrellas con una ubicación privilegiada e interiores clásicos contemporáneo con una propuesta gastronómica premium.

Buscamos a alguien como tú, que quiera poner pasión en su trabajo del día a día, mientras te ayudamos a crecer y te ofrecemos una nueva experiência formando parte de un gran equipo con grandes ventajas:
Política salarial competitiva. (Salario + complemento por ventas).

Ambiente de trabajo único, excelente clima laboral rodeado de grandes profesionales.

Oportunidades de desarrollo, planes de carrera para que crezcamos juntos.

Formación continua:
apostamos e impulsamos tu talento.

Contrato a jornada completa.



¿Cuáles son las principales funciones?

  • Velar por la consecución de los objetivos departamentales establecidos, así como el cumplimiento de los procesos críticos y puestas en escena del área, de acuerdo con los estándares establecidos por el hotel.
  • Atender de modo directo, personalizado y proactivo al cliente, identificando las necesidades de este con anticipación.
  • Realizar los Checkin de servicio VIP/ Selected, con su correspondiente preparación y seguimiento.
  • Asegurar la implantación de los procedimientos relativos a clientes VIPS y clientes con necesidades especiales.
  • Apoyar en la comercialización de los diferentes espacios disponibles del hotel para reuniones, banquetes y eventos, favoreciendo y liderando así mismo la venta de servicios extra (Upselling, Cross Selling, Ancillaries).
  • Participar en las tareas y la producción relacionadas con los diferentes eventos que se producen en el hotel, siguiendo las órdenes de servicio, supervisando los aspectos de montaje y decoración.
  • Participar en la recepción y seguimiento de las quejas, sugerencias y peticiones online (Booking, TripAdvisor, Google) y offline dentro del ámbito de su competencia, así en la resolución de las diferentes incidencias.
  • Alimentar la base de datos de clientes, quejas y sugerencias del hotel.
  • Colaborar en el seguimiento y cumplimiento del Manual de Ambientación Operacional de Banquetes.
  • Elaborar y controlar los soportes informativos dirigidos a los clientes del hotel.
  • Generar contenido para el área responsable de las redes sociales y comunicación.
  • Gestión de peticiones de huéspedes (principalmente de Selected)
  • Responsable de organización de peticiones especiales y Wow Effect (cumpleaños, aniversarios, regalos, etc)
  • Gestión y organización de banquetes.
  • Gestión de transfer para todas las llegadas y salidas.
  • Atención telefónica de llamadas relativas a peticiones de Room Service.
  • Asegurar que los pedidos realizados por el cliente son tramitados correctamente.
  • Traslado de solicitudes a cocina y camarero de Room Service.
  • Gestión de los datos en las sistemas anotando las peticiones y chequeando las preferencias de los clientes
Requisitos mínimos

Requisitos:

Grado en Turismo, Publicidad y/o Relaciones Públicas. Valorable Posgrado en Protocolo y RRPP y/o Gestión de Eventos.

Experiência mínima de 1 año en la posición en entorno 5* y segmento lujo. Valorable experiência en Leading Hotels of the world, Preferred Hotels & Resorts o similar.

Inglés, Nível B1. Valorable otros idiomas.

Software de Gestión Hotelera. Paquete Office.

Detalles

  • CATEGORÍA
  • Turismo y restauración
  • SUBCATEGORÍA
  • Hostelería
  • SECTOR
  • Publicidad, RRPP y eventos
  • JORNADA LABORAL
  • Completa
  • NIVEL PROFESIONAL
  • Empleado
  • DEPARTAMENTO
  • Hostelería