Guest Relations Director

hace 2 semanas

Madrid, Madrid, España Marriott International A tiempo completo
Additional Information: This hotel is owned and operated by an independent franchisee, Centro Comercial Portugal. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.JOB SUMMARYMission:Ensure exceptional customer service, guarantee preferential actions for high-level guests in the loyalty program across all hotel spaces and services.Responsibilities
  • Implement effective strategies and actions to make customer experience an objective for the entire organization.
  • Manage guest's incidences and complaints and establish corrective procedures to prevent them.
  • Provide specific information and improvement proposals to directors and managers to ensure dealing with customer requirements.
  • Evaluate employee service performance and work with managers on staff strengths and areas for improvement.
  • Gather employee opinions and suggestions contributing to achieving excellence in customer service.
  • Interact with guests to obtain feedback on product quality, service standards, and overall satisfaction. Ensure that customer feedback aligns with the hotel's customer service objectives.
  • Responsible for the Executive Lounge (VIP floor), ensuring that service specifications established by the F&B Management and Hotel Management are met.
JOB REQUIREMENTS
  • Degree in Tourism, Protocol, or Public Relations.
  • Professional experience of at least 2 years in the position of Guest Relations Director or Manager in international brands of full service hotels or convention centers.
  • Proficiency in both English and Spanish.
  • Availability to adjust the schedule as needed to drive success.
Preferred Qualifications
  • Master's degree in Hotel Management.
  • Fluency in other languages (French, German, ...).
  • Proficiency in hotel management software programs.
This company is an equal opportunity employer.

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