**Mission Statement:** To deliver exceptional guest service experiences that exceed expectations and promote loyalty, while upholding the highest standards of professionalism and hospitality. Key Responsibilities: - Welcome and Assist Guests: Extend a warm welcome to arriving guests, provide professional introduction to the hotel, and offer assistance with check-in procedures. - Address Guest Needs: Act as a point of contact for guests, addressing questions, concerns, special requests, and issues promptly and efficiently, maintaining the hotel's reputation for exceptional service. - Resolve Guest Issues: Resolve guest issues and facilitate additional services like transportation, reservations, and recommendations for local attractions and services. - Manage Guest Feedback: Ensure all guest reviews are answered, handle comments, suggestions, and complaints, working with Department Heads to create and execute action plans. - Develop Positive Connections: Develop positive connections with guests, anticipating their needs to deliver personalized service and recognize repeat guests and VIPs, offering special amenities or services. Coordinate VIP greetings and departures with meticulous attention to detail in collaboration with the Front Office Manager and Hotel Director. - Analyze and Act on Feedback: Collect and analyze guest feedback through surveys, reviews, and direct communication, taking decisive action to enhance guest experiences based on feedback and effectively communicating necessary changes to the hotel staff. - Ensure Quality Standards: Work closely with Hotel Heads of Department to ensure quality standards are known and implemented in all areas, providing feedback and suggestions for improvement where necessary. - Maintain Accurate Guest Profiles: Keep accurate and up-to-date guest profiles, including preferences, special requests, and relevant information to enhance future interactions and stays. - Upsell Services: Identify opportunities to upsell hotel services, such as room upgrades, spa treatments, or dining options, and effectively communicate the value of these services to guests. - Stay Knowledgeable: Possess a thorough knowledge of services offered at the destination and key contacts, ensuring that all information provided by the hotel is up-to-date and aligns with quality standards and corporate identity. Requirements: - Education: Education in Hospitality Management, Tourism, Business Administration, or a relevant field is recommended. - Experience: Prior experience in a guest or customer-oriented environment at a senior level, with a strong preference for hospitality industry experience and knowledge of hotel procedures. - Language Skills: Fluent in the local language and a high level of English; additional language(s) is a plus. - Communication Skills: Strong communication skills (verbal and written) with a proactive approach to resolving issues. - Customer Focus: Exceptional customer focus skills, consistently going the extra mile to exceed guests' expectations. - Adaptability: Ability to adapt communication styles to different types of guests, providing personalized service according to their preferences, needs, lifestyles, and forms of working and interacting. - Influence and Leadership: Ability to influence colleagues from other departments to work together towards the same goal (quality), with leadership skills and the ability to motivate a team into high performance. - Flexibility: Flexibility and availability to work in shifts and on weekends, depending on hotel occupancy/events. About Us: At Minor Hotels, we believe in creating exciting career paths and intercultural opportunities across the globe. We offer a range of benefits, including: • Global Travel with Exclusive Discounts: Special employee rates starting at just 36 euros at any of the nearly 400 Minor Hotels properties, with approximately 60,000 rooms in 26 countries. • Friends & Family Program: Enable your friends and family to travel worldwide with discounts of up to 25%. • Exclusive Discounts: Access special offers across a wide range of online stores and leisure activities through our dedicated employee benefits portal. • Training and Development: Enjoy professional growth opportunities through our dedicated programs on the *[IPS]: Institución Privada de Salud