Guest Relations Officer

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locations: Barceló Torre Madrid, Madrid, España

time type: Full time

posted on: Posted Yesterday

job requisition id: JR4465

Barceló Group is a family-owned company founded in 1931 by Simón Barceló in Mallorca (Spain). Our expansion to the world's major destinations, along with our clear growth strategy, has allowed us to position ourselves as the 2nd largest chain in Spain and one of the top 30 in the world in terms of the number of rooms.

Our commitment to ensuring the satisfaction of our visiting guests and the well-being of our entire team has been rewarded with the "Best Hotel Management Company in the World" award at the latest edition of the World Travel Awards, considered the Oscars of the international tourism sector.

Currently, Barceló Hotel Group has 270 urban and resort hotels with 4 and 5 stars, totaling over 60,000 rooms distributed in 24 countries. These hotels are marketed under four brands that allow us to provide our guests with a clear differentiating value in terms of both quality and service:

1. Royal Hideaway Luxury Hotels & Resorts
2. Barceló Hotels & Resorts
3. Occidental Hotels & Resorts
4. Allegro Hotels

All of the above, combined with a clear spirit of sustainable improvement, enables us to look towards the future with optimism, always backed by the strength and international presence that have characterized the Barceló Group throughout its more than 90 years of business trajectory. Do you want to be part of our story? Join our team

- Convertirse en principal referencia de los clientes VIP del hotel, a cargo de su acogido mediante el check-in, así como del seguimiento de su estancia.

- Conocer el nivel de satisfacción de los huéspedes del Hotel.

- Realización de entrevistas a clientes.

- Estudio los cuestionarios de satisfacción y puntuaciones de calidad, planteando mejoras e impulsando puntos fuertes.

- Solucionar los problemas que pudieran plantearse y que afectaran a la satisfacción de los clientes durante su estancia en el Hotel.

- Realizar trabajos propios del área operativa con el fin de estar en contacto con el personal, los clientes y conocer el funcionamiento de dicha área.

- Estudiar el equipamiento utilizado en el departamento (cantidad y estado).

- Identificar y atender las posibles quejas o reclamaciones, difundiéndolas y dando el seguimiento con los departamentos involucrados, hasta que se resuelvan.

- Proporcionar información al resto de los departamentos sobre huéspedes especiales o situaciones de relevancia.

- Promover las ventas de servicios y productos extras.

- Proyectar una imagen positiva a los huéspedes haciendo que experimenten simpatía y fidelidad hacia la empresa.

- Formación: Turismo o similar.

- Experiencia: mínimo 2 años en atención al cliente y calidad en sector Hotelero y mínimo 1 año en recepción.

- Idiomas: imprescindible inglés alto. Valorable: otros idiomas.

- Se valorarán conocimientos en: ofimática, CRMs, Opera...

*You will have the opportunity to work in a flexible, collaborative, and responsible work environment, surrounded by the best colleagues.

* Why limit yourself to one location when you can move between countries and work in different areas of the company? At Barceló Hotel Group, we offer you geographical mobility and the chance to gain knowledge about various products and services throughout your career.

* We understand that a committed and experienced team is essential for growth. That's why we have specific career plans available in different areas of the company, which you can join.

*You will have access to the best training programs in the market, tailored to your position within the company. Additionally, because we strongly believe in personal development, we provide a wide range of open training activities through our Barceló Campus e-learning platform.

* We invite you to explore Barceló Responsible, our Corporate Responsibility brand. This initiative encompasses numerous actions related to social, economic, and environmental development in all the locations where our company operates. We want you to join us in our commitment to building a better future

As one of our greatest challenges is ensuring your happiness, being part of the Barceló Hotel Group team comes with additional advantages and benefits, including:

1. Exclusive discounts on hotels and travel for you, your family, and friends.
2. Access to a health insurance policy with numerous advantages and special conditions for the Barceló group.
3. Ongoing discounts with various companies related to leisure and free time.
4. Special offers with product and service companies.
5. Exclusive agreements with different training and business schools.

Fijo