Concierge

hace 3 días

Barcelona, Barcelona, España Melia Hotels International A tiempo completo
Misión

El Concierge es un experto en prescripción y embajador del destino que se encarga de recibir y gestionar las solicitudes de los clientes, proporcionándoles servicios y productos únicos y personalizados, comprometiéndose a lograr la excelencia en la satisfacción del cliente.

Responsabilidades
  1. Cumplir con la estrategia de experiencias en el destino, ofreciendo a los clientes servicios y productos únicos y acordes a sus preferencias.
  2. Gestionar de manera eficiente todas las peticiones de los huéspedes, aplicando técnicas de upselling y crosselling para optimizar los ingresos extras del hotel, comprometiéndose a lograr la satisfacción total del mismo.
  3. Velar por la experiencia del cliente, personalizando su estancia, anticipándose a sus necesidades y superando sus expectativas.
  4. Gestionar las incidencias de clientes, siguiendo los protocolos establecidos.
  5. Cumplir con los atributos, estándares y manuales que aplican en su departamento.
  6. Usar de manera eficiente las diferentes herramientas de gestión de la experiencia del cliente, así como conocer los resultados de la Voz del Cliente, cumpliendo con los planes de mejora establecidos.
  7. Cumplir con la Arquitectura Sensorial establecida para su área.
  8. Realizar los pedidos de material, siguiendo las pautas de producto marcadas, para la mejor optimización de los recursos económicos.
Requisitos
  • Formación en Turismo, RRPP o Similar.
  • Alta orientación al cliente y trabajo en equipo.
  • Imprescindible nivel alto de inglés y se valora un segundo idioma.

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