Guest Experience Manager
hace 1 semana
Responsabilidades:
Responsable de identificar las reservaciones de huéspedes VIP, SPG Platinum entre otros. Con el propósito de escuchar, reconocer, facilitar el servicio y solucionar anomalías que puedan afectar las estancias de los huéspedes.
Esta posición requiere un 70% operativo y 30% administrativo.
Conocimiento general sobre herramientas de medición en cuanto a calidad se refiere.
Alta capacidad de innovación.
Responsabilidades Específicas:
Asegura que la limpieza y mantenimiento de las habitaciones de huéspedes V.I.P., y en general de huéspedes frecuentes cumplan con los estándares de calidad.
Programa y coordina las amenidades con el Ama de Llaves y Room Service para las habitaciones.
Solicita comentarios de huéspedes sobre la calidad del servicio y darlos a conocer al comité ejecutivo y operaciones.
Se informa sobre la hora de llegada y salida de los huéspedes V.I.P., con el fin de recibirlos y darles la bienvenida o bien ser el último contacto para despedirlos e invitarlos a regresar.
Monitorea que estén bien programadas las trasportaciones de llegada y/o de salida de VIP.
Informa al Comité Ejecutivo y de operaciones de las necesidades y requerimientos de cada uno de estos huéspedes de acuerdo a necesidades.
Responsable de dar recorridos por todas las áreas del hotel asegurándose que cumplen con nuestros estándares de limpieza y mantenimiento
Responsable de mantener archivo con fotografías de áreas de oportunidad encontradas en sus recorridos y dar seguimiento con los departamentos responsables así como de presentar resumen semanal de avances a la Gerencia.
Actualiza el guest history con las preferencias de nuestros huéspedes con la ayuda de Starguest
Garantizando el uso diario del Master Arrival.
Identificar a aquellos huéspedes que celebran algo especial con el objetivo de llevar a cabo el programa GPS y se asegura que los departamentos involucrados hagan un estricto seguimiento sobre el programa.
Participa y conduce programas de capacitación con los diversos departamentos operativos del hotel.
Funge como Lobby Ambassador durante 2 a 3 horas diarias con el fin de interactuar con los huéspedes del hotel así como en los centros de consumo con la finalidad de promover la personalización con cada Huésped.
Realiza llamadas de cortesía a huéspedes con el objetivo de sondear como va su estadía y buscar áreas de oportunidad que se puedan corregir mientras el huésped está en casa y garantizar su satisfacción al final de su estancia.
Cuenta con la información de todos los eventos y promociones del Hotel y de los centros de consumo.
Responsable de llevar el control, seguimiento y su debida conclusión de los reportes del MOD con el fin de garantizar la satisfacción de los huéspedes en casa y salientes de tal manera que no se repitan las mismas situaciones en el futuro, especialmente de quejas.
Revisar diariamente Mobius y establecer planes de acción en conjunto con los jefes departamentales con el objetivo de incrementar los resultados.
Supervisión continúa de estándares The Welcome y The Farewell así como la fraseología utilizada.
Promueve el conocimiento entre los asociados sobre el programa de SPG y se asegura que el personal haya recibido los cursos y la información necesaria para poder garantizar el reconocimiento a nuestros huéspedes por ser miembros de SPG e incrementar el número de socios a través de los enrolamientos.
Participa en todos los entrenamientos de seguridad.
Participa en la resolución de Alerts & CFS, a través del análisis y buscando mejores soluciones teniendo como meta reducir el número de quejas y aumentar la satisfacción de nuestros huéspedes
Revisa los estándares de calidad y hace evaluaciones continuas por departamento y manda las evaluaciones a los jefes departamentales para que puedan analizar las áreas de oportunidad y se puedan establecer planes de acción.
#imvwcala
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture#CALA MVW Resort Ops
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