Senior Front Office Agent

hace 6 días

Barcelona, Barcelona, España Pestana Hotel Group A tiempo completo
Scope
Process all guest check-ins, check-outs complying with the norms and standards of service of the section, in order to carry out, at all times, a service focused on the customer and his needs, Responsabilities and areas of action
Supervise and observe the operation at the reception, reception and service centre, complying with the service standards in the section, in order to ensure that they are performed by all employees under their responsibility.
Carry out cash supervision, check the working capital and check the accounts and credit of the customers.
Inform other operational departments of the unit about Reception matters that may concern them.
Analyse the occupation rates foreseen for each week, in order to organize the work of the team and their schedules.
Follow up any customer complaints.
Analyse GRI and GSS and reply to online reviews and surveys in Review Pro

Oversee the assignment of rooms to guests, in order to ensure that guests orders are properly attended to, and at the same time, the room plan for the room is increased.
Check the list of entries for the day, ensuring that already-known customers and other VIPs receive personalized treatment.
Check the events of each day (events and / or ongoing meetings in the unit), ensuring that the team in charge is entirely occurring. Behavioral Competencies
Business Orientation (Be Efficient) Goal Orientation (Be Efficient) Adaptation to Transformation (Be Agile) Focus on the internal and external customer (Being Passionate) Team-work (Be Collaborative) Resilience (Be Agile) Rigor and Attention to Detail (Be Efficient) Proactivity (Be Efficient) Enviromental and social Consciousness (Be Conscious) Planning and Organization (Be Efficient) Technical Competencies
Customer Service Front Office Service English

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