Guest Relations Director

hace 2 semanas


Madrid, Madrid, España Madrid Marriott Auditorium Hotel A tiempo completo

Misión:


Asegurar un excepcional servicio al cliente, garantizar acciones preferentes a los clientes de alto nivel en el programa de lealtad en todos los espacios y servicios del hotel.


Funciones:

  • Implanta estrategias y acciones efectivas para hacer de la «experiencia del cliente» un objetivo para toda la organización.
  • Gestiona los problemas y las quejas de los clientes y establece medidas correctoras para su prevención futura.
  • Proporciona información específica y propuestas de mejora a directores y managers para garantizar los desafíos que requieren los clientes.
  • Evalúa los comportamientos de servicio de los empleados y junto con los managers trabaja sobre puntos fuertes y áreas de mejora.
  • Recaba la opinión y sugerencias de los empleados que contribuyan a alcanzar la excelencia en el servicio al cliente.
  • Interactúa con los clientes para obtener comentarios sobre la calidad del producto, los niveles de servicio y la satisfacción general. Verifica que el feedback de los clientes está en línea con los objetivos del hotel en materia de atención a los clientes.
  • Es responsable de la atención en el Executive Lounge la (planta VIP) supervisando de un modo especial que se cumplan las especificaciones de servicio establecidas por la Dirección de F& B y la Dirección del Hotel.

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