Recepción
Empresas: Pullman Barcelona Skipper
Hotel Pullman Barcelona Skipper 5* located in Barcelona Port Olimpic needs to incorporate a Guest Relations Agent. This role will be responsible for the wellbeing of guests through their stay. You will be tasked with planning and executing any special requests which we may receive and will also be tasked with anticipating and managing any dissatisfaction which may arise. Your role will be closely linked to the duties and responsibilities of the Front Office Team. Other responsibilities will include: • Understand the basic principles of the Accor Loyalty Program (LCAH) and learning to interact with our most distinguished guests. Assist in overseeing and coordinating all their arrivals. • Learning how to write professional Welcome and VIP cards and supervising their distribution to the relevant parties. • Participating in the creation and maintenance of soft benefits for all of our guests such as our Daily Newsletter, Welcome Drink Vouchers and WOW program. • Performance of certain Front Office Operations such as Check-ins and Check-outs • Promote all amenities, conveniences and programs offered in the hotel. • Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery. • Full understanding of Lobby Welcomer Responsabilities and learning to master the role (this includes Guest Welcoming and orientation, Concierge Services, and Guest Relations duties which will place them at the forefront of the hotel’s customer service) • Analyze customer feedback and provide strategic direction to continuously improve overall hotel ratings. • Respond to guest needs and anticipate their unstated ones. • Learn to manage guest complaints and complaints trackers.