Recepción
Empresas: NH Hotel Group
Main functions: • 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). • Assure that the guests feel accompanied during their stay, as well as connected with their city of destination (FEEL THE PLACE). • 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). • Build customer loyalty through the enhancement of products and services offered by the hotel (BRILLIANT BASICS). • 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. • Check the VIP guests rooms (before check-in) and make sure that everything is correct, taking notes of any peculiarity or detail that may please the guest. • Personally welcome and say good-bye to VIP guests, making the check-in and the check-out totally personalized. • Introduce potential clients to the General Manager / Commercial Director. • Give support in the preparation of PR Events that take place in the hotel. • Review the customer loyalty lists and carry out commercial actions especially designed for regular customers. • Assist the General Manager in the quality management and supervision (fulfillment of standards, analysis of the results of customer surveys, management of Quality on line, Mystery Guest, etc.) • Keep up to date, and inform of the hotels quality scores. • 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. • Occasionally collaborate with other departments (events to show the meeting rooms, reception in the check-in, check-out and courier service control).