Atención al cliente
Empresas: AC Hotel Barcelona Forum by Marriott
Ensure that any outstanding requests or problems from the previous day receive priority and are resolved. Arrange transportation for guests/visitors. Respond to all guest needs/requests. Advise guest of any messages received for them, and send to room if required. Accommodate requests for room changes when possible. Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Identify and explain room features to guests. Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak to guests and co-workers using clear, appropriate and professional language. Support all co-workers and treat them with dignity and respect. Partner with and assist others to promote an environment of teamwork and achieve common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Perform other reasonable job duties as requested by Supervisors. Managing Social Media: • Controls day-to-day activities of select social media channels; manage and update all social presences of the hotel or outlets. • Monitors overall social media listening; creates alerts through guestVoice, and other social tools (Google, Facebook, HootSuite,). • Meets with GM and Dept. heads for appropriate messaging needs/ responses to Guest Reviews (TripAdvisor, OTAs). • Monitors community feedback in real-time, drives daily engagement with public interaction for the hotel’s official social presences (FB, Twitter, etc). • Develops unique hotel and destination content (posts, photos, videos, infographics, etc); sources and leverages quality User Generated Content in social amplification efforts and ensure usage rights for all materials. • Maintain current knowledge of all Marriott Social Media Policies and Procedures to ensure compliance. • Produces written communication with internal and external customers requiring a high level of professionalism and attention to detail.