Assistant - Manager Luxury Guest Experience - Barcelona y Alrededores
hace 4 semanas
As our VIP Hospitality Manager, you will be responsible for monitoring and implementing all events in the Private Space for high net worth guests,
. You will also ensure that all guests receive a 5-star luxury hospitality service during their visit.
oHelp leading the VIP team
oAct as an ambassador to deliver the Private Client / High Net Worth guest experience
oSupport develop and implement the strategy for the VIP department aligned with the company's overall Hospitality and Guest Services strategies, mission, vision & values together with the Marketing and Retail departments
oManage the Hospitality team assuring emotional interaction with guests and providing qualified information of brands and territory services and activities
oHelp implement the best guest services practices for the company and ensure that programmes, systems,
procedures and initiatives are shared among the different stakeholders
oEnsure the VIP department is operating efficiently keeping the delivery of high quality guest experience at all time and maintained in excellent conditions
oEnsure that there is suitable and sufficient support for the different guest profiles at all times
oPromote a range of innovative and efficient ‘concierge style’ services including hands-free shopping service, valet parking, airmiles redemption, transport services such as Shopping Express® daily coach service
oCreate and maintain excellent business relationships with the VIP’s and HNWI’s at all times and do everything possible to exceed their expectations
oDrive and implement the right measures to avoid the service delivery failures and ensure that there is continuous improvement
oBuild strong relationships with both current and potential Brand partners to ensure that our Private Client / HNW guest receives a luxury retail experience
oDeliver consistent service with the highest quality to guests
oProvide information of all brands and the unique offer/promotions for our guests
oEnsure that all guest comments and complaints are properly recorded, reacted on and resolved
oAssist and guide all departments to resolve comments and complaints from the guests
oWork closely with the training and Brand Services team to develop the Hospitality & Guest Services Standards and the training content to ensure that our staff can meet the Company’s standards
oMaintain close communication with mainly Marketing, Retail and Hospitality team
oContinuously build and maintain relationships with key stakeholders across the business to pull in additional guests and deliver an agreed number of events on a yearly basis
oAssist in the launch and implementation of the Privilege Card for the Compàny
oProvide recommendations and insights on new services and system to enhance the quality of services
oMaintain an up-to-date CRM database for the Company
oCompile and consolidate regular reports for the Hospitality Department
oProvide regular updates on the competitions knowledge, e.g. activities, promotions, services and guest journey touch points, etc.
oProvide regular updates on the events and activities in the department
oAttend Meetings as requested, e.g. Brand meetings, Marketing & Morning Huddle (daily) and/ or Hospitality team Meetings among others
oSupport the Hospitality team members when required
Requirements:
About You
We are looking for an individual who can display the following experience and skills:
oExperience as a guest relation/concierge/ private client events coordinator in a luxury environment, including hotel, retail or event sectors
oStrong experience with high net worth and international guests with a good understanding of 5* guest services requirements
oExperience in leading a team
oComputer literate with high proficiency on Microsoft Office
oKnowledge in data base systems is highly preferrable
oInherent understanding of guests needs, cultures, behaviors and a passion for delivering excellent standards in service and hospitality
oStrong interpersonal and communication skills
oAble to work well with all levels across the business
oExcellent organizational skills, with the ability to prioritize varying demands whilst working under pressure
oProactive, dynamic and open-minded
oAttention to detail, responsible and able to work without close supervision
oFlexibility to work on a shift pattern basis, including weekends and bank holidays
oFluent in English and Spanish, any other European language would be beneficial
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