Guest Relations – NH Collection Santiago de Compostela

Funciones
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• Assure that the guests receive a service adapted, when possible, to their preferences, needs, life styles, and forms of working and interacting (FEEL AT EASE):
• Maintain good relationship with the guests, ensuring that all of them have a guest experience adapted to their preferences and needs.
• Lead by example: the guest is our number 1 priority, coordinate different departments in order to assure a high quality experience and create an excellent service attitude.
• Be visible for the guest at all times and help resolve their doubts.
• Assure that the specific requests of guests during the reservation process or their stay are handled, and guarantee that all of them receive a response.
• Make sure that the specific requirements are correct and coordinate them with the corresponding department.
• Coordinate together with the General Manager, the selection of special attentions and supervise their correct distribution.
• Booking and managing of the requests for both external and internal services (restaurants reservations, car rental, massage, etc.)
• Assure that the guests feel accompanied during their stay, as well as connected with their city of destination (FEEL THE PLACE):
• Maintain a direct and frequent contact with guests, especially during the most important moments of their stay (breakfast, lunch, dinner, coffee breaks, check in, check out…..)
• Ensure that NH Hotels is a reference of quality that exceeds the expectations of our guests. Make them feel special through details and surprises that exceed their expectations (FEEL SPECIAL):
• Demonstrate an excellent knowledge of frequent guests, taking into consideration their preferences and offering them in a proactive way during the guests´ next stay.
• Manage VIP guests:
• Develop and implement the hotel´s VIP policy, together with the General Manager.
• Prepare VIP guests list and communicate it to rest of the departments.
• Assign rooms to VIP guests.
• Give support in the preparation of PR Events that take place in the hotel.
• Revise the customer loyalty lists and carry out commercial actions especially designed for regular customers.
• Keep up to date, and inform of the hotels quality scores.
• Assure that the company quality standard are met and implemented correctly…
• Responsible for the state of the public areas (installations, decoration, floral arrangements etc.)
• Handle complaints and suggestions from guests, giving support to the General Manager in monitoring the resolution of complaints that affect the hotel´s operations area, interacting with all the Department Heads.
• Will be the first filter for any complaints, freeing the Front Desk from these functions, and will become the person responsible for keeping records on the complaints and their resolution for future reference.
• Transmit any complaints made to the management team as well as the departments related to the complaint in order to work together and put together an action plan to avoid reoccurrence.
• Occasionally collaborate with other departments (events to show the meeting rooms, reception in the check-in, check-out and courier service control).

Se ofrece
General Information
– Will report to the Guest Relations Manager.
– Availability to work in shifts and on weekends