Guest Relations Supervisor - The Madrid EDITION

EDITION; Madrid; On-site; EUR 18,000 - 24,000; Full time

Job summary

EDITION Hotels is seeking a Front Desk/Guest Services role located at Plaza de Celenque 2, Madrid. The position is full-time and non-management, focusing on delivering exceptional guest service and handling calls, requests, and billing with professional communication.

The ideal candidate has at least 1 year in related hospitality experience, with strong supervisory abilities and a high school diploma or GED. Flexible shift coverage and a professional appearance are required.

Qualifications

• Education: High school diploma or GED.
• Related work experience: At least 1 year.
• Supervisory experience: At least 1 year.
• License or certification: None.

Responsibilities

• Answer, record, and process guest calls, requests, questions, or concerns.
• Resolve guest issues by contacting the appropriate department.
• Verify and adjust billing; operate the telephone switchboard.
• Log guest requests and incidents in the computer for tracking.
• Assist management in training, scheduling, and coaching employees.

Skills

Customer service

Communication

Supervisory experience

Education

High school diploma or GED

Job description

Additional Information

Job Number: 26126728

Job Category: Rooms & Guest Services Operations

Location: Plaza de Celenque 2, Madrid Madri 28013, SpainVIEW ON MAP

Schedule: Full Time

Located Remotely?: N

Position Type: Non-Management

Position Summary

Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem. Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing. Operate telephone switchboard station. Monitor busy or unanswered lines, check back with callers on hold to update status, take messages. Activate and deactivate guest room message lights. Transfer guests with internet access issues to internet service provider's customer support line. Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation. Supply guests with directions and property information. Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards. Enter and locate information using computers/ POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 1 year of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.
• License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.

But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.

We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.