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Assistant - Manager Luxury Guest Experience - Barcelona y Alrededores

hace 1 mes

Granollers, España Belmonte Group A tiempo completo

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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