Melia Resort
SCOPE: Hotel; REPORTS TO: Guest Service Manager; DEPARTMENT: Guest Experience
MISSION: The Assistant Guest Service Manager supports the person in charge in the development and implementation of the customer service strategy established in the hotel, attending to all customer requests, ensuring excellence in customer satisfaction and committing to the optimization of the economic and human resources under his/her responsibility.
OPERATIONS
-Support the management of the Guest Service team, ensuring that they efficiently complete the daily operational processes of the department, always ensuring the customer experience, personalizing their stay, anticipating their needs and exceeding their expectations.
-Manage customer incidents, following established protocols.
-Support in the implementation of the different customer experience management tools, as well as monitor and support in the analysis of the results of the Voice of the Customer, ensuring compliance with the established objectives and supporting the creation of improvement plans if necessary.
-Know the Brand's philosophy, ensuring optimal implementation of the standards, operational and identity manuals that apply to your department.
-Check material orders, following the established product guidelines, for the best optimization of economic resources, ensuring optimal control of the department's inventories.
-Ensure that customers are informed and offered services and products according to their preferences, both in the hotel and at the destination, applying upselling and cross-selling techniques to optimize the hotel's extra income.
-Support the definition, development and implementation of the customer service strategy, efficiently managing all guest requests and committing to achieving total guest satisfaction.
-Know the Sensory Architecture established for your area and ensure its compliance.
-Promote the use of RRSS following the guidelines established by the company.
-Support in the execution of the action plans that impact the commitment and climate of the team.
REQUIREMENTS:
| EDUCATION AND TRAINING: | University degree, preferably Tourism or Hospitality, Marketing or similar. |
| LANGUAGES: | Intermediate English. Other languages are appreciated. |
| SPECIFIC KNOWLEDGE: | -Knowledge of hotel management tools and/or Customer Experience. -Knowledge of brand strategies
-High vocation for service.-Financial knowledge. -Knowledge of Hotel Operations. -Ability to lead and inspire a team. -Organization and planning skills. -Analytical capacity/skills. -Proactivity and Innovation. -Excellent communication skills. -Problem-solving capacity and being attentive to detail. |
| EXPERIENCE: | At least 2 years of job experience in a similar position in the hotel sector |
Melia Resort
HOREKA-Hoteleri-Restorant-Kafe · Durres
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