Guest Experience
hace 2 semanas
**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 RELA
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