Recepción
Empresas: Monument Hotel 5* GL
OBJECTIVE Supervison, coordination of the Guest Experience deparment (MyMo), supervising the MyMO team, ensuring all tasks are completed to the required standard in accordance with hotel policy and procedures under the guidlines of the Front of House Manager in order to guarentee the quality of service and customer satisfaction and maximizing the benefit to the hotel. FUNCIONS AND RESPONSIBILITIES • Organization and internal management of the operations of the Guest Experience Department : o Supervision of arrivals, departures and external customers o Supervision and management of Reservations and VIP´s, Guest requests and needs, pre- arrival protest, guest amenities. o Coordination and communication of the guest needs, communicating with other in house departments when neccesary o Supervision of VIP arrivals and amenities o Rooming (process of escorting every guest to their room on arrival, including explaining all the services the hotel has to offer in order to benefit our guest) o To ensure complete guest satisfaction of internal and external guests who enjoy our services. o Take charge and carry out requests from The Front of House Manager • Detection of needs and continous improvement of the department • Control and supervision incompliance with the Departments standards, internal procedures and quality control • Ensure the satisfaction of all guests needs and requests • Promote internal communication • Assume responsibilities of all daily tasks in the absence of your team • Tracking of customer satisfaction and on line positioning • Empowerment and encouragement of upselling and cross selling in your department • Handling and resolution of guest complaints following internal procedures • Training of new team members to the required standard • Attend meetings and trainings when required • Motivate and train your team in order to keep staff turnover low • Give support to your teams concewrning daily tasks • Ensure the order and cleanliness of your área of work as well as all other áreas of the hotel • Maintain the confidentiality of any information relkated to the owners, guests and colleagues • Develop and maintain positive relationships with colleagues