Guest Experience Specialist

hace 1 mes

Mexico City Four Seasons Hotels and Resorts A tiempo completo

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

An urban oasis in the heart of the city. Set around a verdant inner courtyard, our hacienda-style Hotel puts the hectic urban hustle of Mexico’s vibrant capital city seemingly on pause, but only for as long as you’d like. Step outside our doors, and you’ll find yourself on the grand boulevard of Paseo de la Reforma, just a short stroll away from Bosque de Chapultepec and the trendy neighbourhoods of Condesa and Polanco. Want to know what makes Mexico City tick? Join us at Fifty Mils, one of the 50 Best Bars of the world, and taste the cocktails that are captivating Mexico City.

Únete a nuestro equipo diverso y talentoso de Four Seasons Hotel Ciudad de México,

Construido en torno a un idílico jardín con rayos de luz que permite que se refleje el brillo de los colores mexicanos, resaltando cada espacio que permiten un viaje de inspiración descubriendo como interactuar con la naturaleza poniendo en pausa al ruido, con una ubicación privilegiada, sobre el elegante Paseo de la Reforma y a metros del Bosque Chapultepec y del Museo de Arte Moderno. Suites amplias y confortables, el servicio cinco estrellas de siempre y novedades culinarias que no desilusionarán a nadie.

Obtenga más información sobre Four Seasons Hotel Ciudad de México,

Sitio del hotel:

Instagram: #fsmexico 

Funciones Principales

Estar presente en el lobby, recibiendo clientes llegando para los eventos, despidiendo huéspedes que salen de tour y asegurando que el área siempre esta ordenada. Dar la bienvenida a todo los VIPS en el lobby y hacer los la experiencia del check in para nuestras llegadas con limo en su habitación. Saludar proactivamente a los huéspedes que están en el lobby, los outlets, y en el spa. Identificando las necesidades del huésped, descubriendo glitches, y crear conexión. Hacer seguimiento/touch base con nuestros huéspedes que tuvieron glitch, asegurando que queda resuelto el problema y satisfecho el huésped.  Presentar los VIPs y Glitches del dia en el morning briefing. Asistir y apoyar en todos los outlets cuando es necesario. Cerciorar que todos saben quien son los Elites, Hotpotatos y VIP 222 en casa. 


Las funciones aquí descritas son enunciativas, no limitativas

Responsabilidades

Identificar en el lobby y los outlets cual son los huéspedes de alta expectativas (Hot Potatos) y comunica esta información a todos los departamentos. Identificar oportunidades de venta y promueve habitaciones, suites y comodidades premium para los huéspedes cuando hace “limo arrival” Informar a Housekeeping que huésped pasó por el lobby y salen del hotel para cerciorar que se hace la limpieza. Crear “WOWs”(una experiencia inesperada) para nuestros huéspedes basado a la información que tienen de la estancia y las interacciones que tuvo con ellos. Tocar base con todo los hot potatos que pasan por el lobby por lo menos una vez al dia. Preparar el briefing view de VIPs para el día siguiente. Identificándolos vía su título de trabajo, VIP #, glitches previos, tarifa, y mm. En caso necesario cambia la asignación a una mas adecuada. Enviar a Housekeeping cual son las prioridades para el día siguiente, asegurando que los tienen presente y que la habitación esta lista al hora de llegada. Enviar email de pre llegada a todo los VIP 222 y se encarga que todos los pedidos que llegan a tener se cumplen. Accionar emails de parte de ventas, agencias de viaje, reservas etc, que piden requerimientos especiales para huésped. Revisar reservas del spa e informar al equipo del spa cual son los huéspedes VIP, atención especial y que están celebrando ocasiones especiales. Intentar a estar presente en el spa cuando huésped esta allá.  Hacer todo los updates en Golden de fotos y “essentials” de huéspedes ya en casa Presentar resultados de Medallia, glitches y VIPs en el briefing de F&B, enfocándose en las alergias, requerimientos especiales, y gustos de F&B.

Relaciones laborales

Cargo jefe directo: Gerente de Guest Experience.

Cualificaciones y competencias preferidas

Educación: A fines a la carrera Manejo del idioma inglés Experiencia: La experiencia requerida para este cargo es de mínimo 1 año en el área, preferiblemente desarrollando actividades en recepción.

Horario:

Rotativo de domingo a domingo con tres día de descanso cada catorcena.

Acerca de Four Seasons Hotels & Resorts:

Four Seasons Hotels and Resorts abrió su primer hotel en 1961 y su historia es una historia de innovación continua, expansión notable y una dedicación decidida a los más altos estándares. Durante casi 50 años, Four Seasons ha transformado la industria de la hospitalidad al combinar amabilidad y eficiencia con las mejores tradiciones hoteleras internacionales. Four Seasons Hotels and Resorts ha sido clasificado CADA AÑO desde 1998 entre las "100 mejores empresas para trabajar" de la revista FORTUNE y ha sido nombrado "Leyenda del gran lugar para trabajar", un honor que actualmente solo tienen 12 empresas en el mundo.

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