Guest Experience

hace 2 semanas

Deià Illes Balears provincia, España Belmond A tiempo completo

**JOB TITLE**: Guest Experience & Concierge Manager

**DEPARTAMENT**: Front office

**AREA**: Concierge

**REPORTS TO**: Front Office Manager

OBJECTIVES OF THE POSITION
Successfully oversee the day-to-day operations of the concierges and the guest experience agents in order to offer a pro-active service that is professional, efficient, reliable, and engaging for all guests of the hotel.
GENERAL DESCRIPTION
In accordance with the quality standards implemented in the hotel, you will be in charge of the communication before, after and during the stay of our guests building personalized itineraries based on their requests & preferences, making sure that we meet and exceed customer expectations.

RESPONSABILITIES AND TASKS
- Successfully oversee the day-to-day of the concierges and the guest experience agents
- Maintain a close relationship with the FOM and Ass FOM.
- Set-up & training of procedures of the department.
- Coordinate the confirmation of all bookings and experiences for the next day
- Handling of transportation for all guests of the hotel.
- Design personalized and bespoke itineraries for all guests of the hotel
- Assist the guest in whatever is necessary, according to their preferences & requirements.
- Advise the guest on places of interest, such as restaurants, boutiques, museums etc.
- Pro-actively sell the different services of the hotel
- Maintain a close relationship with the F&B and Spa teams to maximize revenue
- Handle guest complaints and provide the necessary follow-up
- Actively use ALICE and Infor to communicate itineraries, maintenance defects & glitches
- Coordinate the handling of VIP guests for our signature suites
- Coordinate and/or perform the check in of VIP guests.
- Maintain and update directory of local Boutiques, restaurants, museums, and bars.
- Design and maintain daily checklists for the teams
- Record the important events of the shift in the occurrence log and do daily briefings
- Supervise and actively promote the daily guest activity program
- Comply with the service quality standards expected by the Hotel & LQA
- Ensure personalized assistance to guests who require it.
- Creating an inspiring team environment with an open communication culture
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Suggest and organize team building activities
- Identifying training needs and providing recommendations on programs and activities.
- Provide training on all our experiences for front of house employees
- Ensure continuous compliance of procedures,
- Enforce grooming standards as per hotel policy
- Be the first point of contact between customers and the hotel and any external activity.
- Act as a liaison between guests and each department as needed
- Anticipating customer needs to meet their expectations & provide excellent service
- Be an expert on what is happening on the island
- Make sure outside activities are all legal and insured.
- Conduct regular visits, site inspections and quality audits for all 3rd party providers
- Make sure that the spaces dedicated to customers and the hall are always clean and tidy
- Build a contact network outside of the hotel as well.

Covers MOD duties when required

**Requirements**:
CANDIDATE PROFILE
A very dynamic & flexible personality who possesses infinite patience, the qualities of confidentiality and guardian of privacy. He/she has the awareness of service at 360 ° and practical and operational skills, complemented by a strong dose of resourcefulness. An added value is having F&B experience.
- EDUCATIONAL LEVEL: secondary / higher / post graduate
- ACADEMIC DEGREE: Technician / Bachelor / Degree / Master

TECHNICAL ABILITIES, SYSTEM KNOWLEDGE AND TRAININGS RECEIVED
- ENGLISH LEVEL: Superior
- SPANISH LEVEL: Advanced
- KNOWLEDGE OF WORD Intermediate
- KNOWLEDGE OF EXCEL Intermediate
- KNOWLEDGE OF POWERPOINT Basic
- KNOWLEDGE OF INFOR Basic
- KNOWLEDGE OF BOOK 4 TIME Basic
- KNOWLEDGE OF ALICE Intermediate

WORKING EXPERIENCE
- MINIMUM 3 years of experience as concierge, guest experience or guest relations with knowledge of LQA
- OPTIMAL 5 years hotel experience as concierge, guest experience or guest relations with knowledge of LQA. Good knowledge of Mallorca and 2 years’ experience managing teams. Member of Les Clef D'Or

BELMOND BEHAVIOURS
- GENUINE CHARACTERS: we are authentic characters and great storytellers of our stories
- CARING HANDS AND HEARTS: we respect each other and our communities
- PROUD CUSTODIANS: we are proud of what is ours, we protect our environment
- PIONEERING MENTALITY We discover, learn, and grow, creating our own experiences

**BELMOND VISION**: PERPATUATING THE ART OF LEGENDARY TRAVEL
- How to get it: our property is the best in its competitive segment. Belmond is the World's Most Desired Luxury Travel Brand
- What we specialize in: We offer incomparable and authentic trips

**INTERNAL RELATIONSHIPS**:

- GM, Executive Team

  • Assistant Guest Experience Manager

    hace 6 días

    Mallorca, Illes Balears provincia, España Melia Hotels International A tiempo completo

    **Assistant Guest Experience Manager - Hotel de Mar, A Gran Meliá** **_“Escojas la historia que escojas, tú eres el protagonista”_** En **Meliá Hotels International**, tienes el poder de crear tu futuro. Para nosotros lo más importante es tu talento: compartimos contigo esa pasión que en el día a día te hace poner tu corazón en todo lo que...

  • Guest Experience

    hace 9 horas

    Mallorca, Illes Balears provincia, España Melia Hotels International A tiempo completo

    **Guest Experience - TALENT DAY PALMA** **_“Escojas la historia que escojas, tú eres el protagonista”_** En **Meliá Hotels International**, tienes el poder de crear tu futuro. Para nosotros lo más importante es tu talento: compartimos contigo esa pasión que en el día a día te hace poner tu corazón en todo lo que haces. Estamos a tu lado para...

  • Guest Experience

    hace 2 semanas

    Adeje, Santa Cruz de Tenerife provincia, España Dreams Jardín Tropical A tiempo completo

    ¡Te estamos buscando! El equipo de **Dreams Jardín Tropical** precisa incorporar a **un/a guest experience** que, dependiendo del jefe de recepción, ayude a mantener la buena imagen del Hotel, gestionar el feedback de los clientes y estimular la participación de los mismos en las actividades recreativas programadas. **¿Cuáles serán tus...

  • Guest Experience

    hace 2 días

    Valbuena de Duero, Valladolid provincia, España Castilla Termal Monasterio de Valbuena A tiempo completo

    Buscamos profesionales proactivos, con ganas de trabajar, que se responsabilicen de su trabajo y busquen la superación continua y la calidad en su desempeño. Personas orientadas al cliente y a resultados, que se comprometan con la organización y, sobre todo, que sepan y quieran trabajar en un gran equipo. ¿Quieres formar parte de nuestra gran aventura?...

  • Guest Service Manager

    hace 9 horas

    Illes Balears provincia, España Melia Hotels International A tiempo completo

    **_“El mundo es tuyo con Meliá”_** Entrar en Meliá es emprender un viaje sin fronteras porque las posibilidades de crecer y formarse aquí son infinitas. Es saber que el mundo es tuyo y que puedes trabajar en muchos países. Y todo con la sensación de que formas parte de una gran familia. **Porque pertenecer a la gran familia Meliá es ser...

  • Ayudante de Guest Experience

    hace 2 semanas

    Adeje, Santa Cruz de Tenerife provincia, España Dreams Jardín Tropical A tiempo completo

    ¡Te estamos buscando! El equipo de **Dreams Jardín Tropical** precisa incorporar a **un/a ayudante de guest experience** que, dependiendo del jefe de recepción, ayude a mantener la buena imagen del Hotel, gestionar el feedback de los clientes y estimular la participación de los mismos en las actividades recreativas programadas. **¿Cuáles serán tus...

  • Ayudante de Guest Experience

    hace 2 días

    Adeje, Santa Cruz de Tenerife provincia, España Dreams Jardín Tropical A tiempo completo

    ¡Te estamos buscando! El equipo de **Dreams Jardín Tropical** precisa incorporar a **un/a ayudante de guest experience** que, dependiendo del jefe de recepción, ayude a mantener la buena imagen del Hotel, gestionar el feedback de los clientes y estimular la participación de los mismos en las actividades recreativas programadas. **¿Quiénes...

  • Guest Service Agent

    hace 6 días

    Madrid provincia, España Try Talent LLC A tiempo completo

    **Job Title**: Guest Relation Agent **Location**: Middle East - Anonymous 4* Hotel **Salary**: Starting from €1,400 + service charge in high season **Benefits**: - Accommodations - Plane tickets - Work permit - Visas - Holiday plan - Health insurance - Meals - Laundry **Company**: Try Talent LLC **Requirements**: - Fluency in English (CV must be in...

  • Ges - Guest Experience Supervisor

    hace 1 semana

    Paredes, Cuenca provincia, España Cinesa A tiempo completo

    **Definición del puesto de trabajo** **Definición del puesto** **Guest Experience Supervisor** **Dependencia** Gerentes **Funciones** Asegurar una experiência inspiradora para nuestros clientes, de principio a fin. - Maximizar el rendimiento y potencial de tu equipo a través de formación en el día a día, feedback constructivo y coaching.-...

  • Encore Marketing Executive

    Encontrado en: Talent ES C2 - hace 2 semanas

    Illes Balears, España Marriott Vacations Worldwide A tiempo completo

    Descripción del empleo Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true. Promote...

  • Housekeeping Manager

    hace 7 días

    Illes Balears provincia, España Eurocom A tiempo completo

    **ABOUT US** The Experimental Group was founded in 2007 by three childhood friends, Olivier Bon, Pierre-Charles Cros and Romée de Goriainoff. Xavier Padovani later joined them and shared their vision: to offer the ultimate hospitality experience to an ever-demanding clientele. Celebrated for bringing the cocktail bar culture to Paris, the Experimental...

  • INTERNSHIPS IN HOSPITALITY OPERATIONS | La Residencia, a Belmond Hotel

    Encontrado en: Talent ES C2 - hace 2 semanas

    Deià, España Belmond A tiempo completo

    Join us at La Residencia and be part of our team in Mallorca! We are currently offering captivating opportunities in the following departments: Food & Beverage: If you have a passion for the culinary arts and want to excel in the world of gastronomy, this is an ideal department for you. You will have the opportunity to work alongside talented chefs and...

  • Waiter - Camarero/a

    Encontrado en: Talent ES C2 - hace 1 semana

    Illes Balears, España Marriott Vacations Worldwide A tiempo completo

    Descripción del empleo Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true. POSITION...

  • Waiter - Waitress

    Encontrado en: Talent ES C2 - hace 2 semanas

    Deià, España Belmond A tiempo completo

    La Residencia, A Belmond Hotel, is recruiting Waiters to join the team in Deia, a small village in the UNESCO protected Serra de Tramuntana in the West of the island of Mallorca, Spain. Starting date will be Spring 2024.Belmond joined LVMH Moët Hennessy Louis Vuitton in April 2019, reinforcing our place among the international leaders in luxury. For over...

  • Assistant The Level Manager

    hace 6 días

    Mallorca, Illes Balears provincia, España Melia Hotels International A tiempo completo

    **_“El mundo es tuyo con Meliá”_** Entrar en Meliá es emprender un viaje sin fronteras porque las posibilidades de crecer y formarse aquí son infinitas. Es saber que el mundo es tuyo y que puedes trabajar en muchos países. Y todo con la sensación de que formas parte de una gran familia. ¡Si te gustan los retos y proyectos, este es el tuyo! En...

  • Gex Manager

    hace 6 días

    Mallorca, Illes Balears provincia, España Melia Hotels International A tiempo completo

    **Gex Manager - Innside Calviá Beach** **_“El mundo es tuyo con Meliá”_** Entrar en Meliá es emprender un viaje sin fronteras porque las posibilidades de crecer y formarse aquí son infinitas. Es saber que el mundo es tuyo y que puedes trabajar en muchos países. Y todo con la sensación de que formas parte de una gran familia. **Misión del...

  • Gex Manager

    hace 6 días

    Mallorca, Illes Balears provincia, España Melia Hotels International A tiempo completo

    **Gex Manager - Sol Katmandú** **_“El mundo es tuyo con Meliá”_** Entrar en Meliá es emprender un viaje sin fronteras porque las posibilidades de crecer y formarse aquí son infinitas. Es saber que el mundo es tuyo y que puedes trabajar en muchos países. Y todo con la sensación de que formas parte de una gran familia. **Misión del puesto** El...

  • Gex - Talent Day Calviá 2023

    hace 7 días

    Mallorca, Illes Balears provincia, España Melia Hotels International A tiempo completo

    **Gex - Talent Day Calviá 2023** **_“El mundo es tuyo con Meliá”_** Entrar en Meliá es emprender un viaje sin fronteras porque las posibilidades de crecer y formarse aquí son infinitas. Es saber que el mundo es tuyo y que puedes trabajar en muchos países. Y todo con la sensación de que formas parte de una gran familia. **¿Estás preparado para...

  • Conserje / Concierge

    Encontrado en: Talent ES C2 - hace 1 semana

    Deià, España Belmond A tiempo completo

    La Residencia, A Belmond Hotel, ¡te está buscando!Únete a nuestra familia de La Residencia, en el precioso pueblo de Deià al Oeste de la Serra de Tramuntana, protegida por la UNESCO, así que imagínatelo: ¡Espectacular!Estamos reclutando un Concierge para empezar el próximo mes de Marzo para toda la temporada 2024, ¡y lo que surja!Para empezar, te...

  • Quality Assurance Representative Ibiza

    hace 1 semana

    Ibiza, Illes Balears provincia, España TUI A tiempo completo

    Join TUI as a **Quality Assurance Representative **(known internally as Quality Assurance Coordinator) and you will be responsible for maintaining and improving quality within a range of our TUI Hotels and destinations. You will monitor and identify actions to create memorable holidays for our guests You are a fast learner and have a good life and work...