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Guests Relation Manager
hace 4 semanas
**RESPONSABILIDADES** PARA CON EL HOTEL MARBELLA CLUB**
- Debe conocer, entender y comportarse dentro del hotel (con energía y entusiasmo) conforme a la historia, cultura, tradición y espíritu que han convertido al Hotel Marbella Club en una marca en sí mismo y en un hotel destino con una trayectoria y prestigio conocidos a nível mundial. Siempre actuará de acuerdo a lo que se espera del Hotel Marbella Club y de sus empleados.
- Debe ser un embajador del hotel Marbella Club dentro y fuera del mismo, hablando siempre bien del hotel, de cualquier ámbito del mismo.
- Mantiene un alto nível de comunicación con los empleados del hotel, en especial con aquellos con los que colabora diariamente.
- Mantiene todos los estándares de calidad propios del hotel Marbella Club y Leading Hotels of the World.
- Vende teniendo en cuenta la operativa del hotel y su calidad de vida siempre que sea posible. Se esfuerza por crear un buen ambiente de trabajo que se refleja, al final, en el buen trato a los clientes por parte de todos los empleados.
- Utiliza las herramientas de trabajo de forma profesional, cumpliendo las normativas establecidas. Mantiene en perfecto estado tanto su atuendo, como los espacios en los que se mueve, aunque no tenga acceso a ellos el cliente externo.
- Cuando se mueve por el hotel toma nota de los desperfectos y los comunica al personal adecuado y de la forma adecuada. También informa de los espacios que no están limpios y ayuda en la limpieza siempre que la situación lo permita (ej. Si mientras camina ve un papel en el suelo, lo recoge y tira la basura sin llamar al departamento de limpieza)
**RESPONSABILIDADES Y FUNCIONES**
Guest Relations Executive (duty manager) forma parte del departamento de Guest Services y reporta directamente al Guest Service Manager y Associate Guest Service Manager. Junto con el equipo de Guest Relations apoyan la operativa diaria del hotel asegurándose que los clientes reciben un servicio de calidad acorde con los estándares de calidad de la propiedad.
Asisten a Guest Services Manager y Associate Guest Service Manager en las tareas diarias.
Entre sus tareas están las siguientes:
- Asegurar y mantener el orden en la operativa diaria del departamento.
- Mantener el flujo de información adecuado entre en el personal del departamento de Guest Relations.
- Son el primer punto de contacto para los clientes alojados en el hotel, antes, durante y después de su estancia.
- Encargados de gestionar las peticiones, quejas e incidencias de los clientes que los Guest Services Assistants reciban.
- Resolver y manejar cualquier incidente que el huésped sufra antes, durante y después de su estancia asegurando una solución que satisfaga los intereses del cliente y de la empresa.
- Hacer seguimiento detallado de todas las incidencias asegurándose que todas las quejas son resueltas y el cliente queda satisfecho con la solución proporcionada antes de su salida.
- Asegurarse que dicha queja queda reflejada en el sistema y en los reports internos de seguimiento.
- Escalar la queja cuando sea necesario al Guest Service Manager y/o Associate Guest Service manager
- Asegurarse que el Guest Service Manager y/o Associate Guest Service manager están informados de la operativa diaria así como de cualquier información que pueda afectar la estancia del cliente.
- Asistir al Guest Service Manager y Associate Guest Service manager a supervisor el departamento y compartir sus responsabilidades en su ausencia.
- Supervisar, dirigir y coordinar al equipo de Guest services en sus tareas diarias designadas, turno de mañana y de tarde. Asegurarse que el equipo acomete sus tareas diarias de una manera eficiente y eficaz.
- Ayudar al Guest Service Manager y/o Associate Guest Service manager a mantener un buen ambiente de trabajo entre los diferentes miembros del equipo.
- Asegurarse que los miembros del departamento de Guest Services cumplen con los estándares fijados por la compañía así como los objetivos departamentales impuestos por la dirección.
- Asegurarse que los miembros del departamento conocen y aplican todos los estándares de Leading Hotels of The World.
- Mantener al equipo informado de cualquier información relevante con respecto a la operativa del hotel asegurándose que este está al tanto de todas las ofertas y servicios que ofrecemos a nuestros clientes.
- Asegurar una buena comunicación entre el departamento de Guest services y el resto de los departamentos del hotel.
- Actuar como Lobby Manager coordinando el correcto flujo de clientes y personal junto con Guest Service Manager y/o Associate Guest Service manager.
- Ayudar a Guest Service Manager y/o Associate Guest Service manager a organizar las llegadas de clientes prestando especial atención a los clientes VIPs.
- Revisar las preferencias del cliente antes de su llegada y asegurarse que éstas son satisfechas cuando sea necesario.
- Coordinar las llegadas de los clientes con los diferentes departamen
