Recepcionista De Hotel | Atención Vip Y Crecimiento

Meliá Hotels International; Madrid; Remote; EUR 42,000 - 60,000; Full time

Benefits offered by this job

Trabaja desde casa

Salario competitivo

Oportunidades de crecimiento

Formación continua en tecnologías htl.

Transformación digital en el sector

Job summary

EDITION Hotels, ubicado en Madrid, busca un/a Gerente de Recepción y Front Desk para liderar las operaciones remotas de check-in/check-out y la atención al huésped, asegurando una experiencia excepcional desde casa.

Se valorará experiencia en hoteles, dominio de PMS y habilidades de liderazgo para coordinar equipos distribuidos y mantener altos estándares de servicio en un entorno remoto.

Qualifications

• Experiencia demostrable como Gerente de Recepción, Front Desk Supervisor o rol de liderazgo similar en hotelería.
• Habilidades de liderazgo, gestión de equipos y coaching.
• Conocimiento de PMS y herramientas de comunicación virtual.
• Capacidad para resolver problemas y tomar decisiones bajo presión.
• Enfoque en la experiencia del cliente y atención al detalle.
• Capacidad de trabajar de forma autónoma en remoto.

Responsibilities

• Supervisar y gestionar las operaciones diarias del equipo de recepción y front desk de forma remota.
• Establecer y mantener los más altos estándares de servicio al huésped, desde la reserva hasta el check-out.
• Capacitar, motivar y evaluar el desempeño del equipo de recepcionistas, asegurando una cobertura adecuada.
• Implementar y optimizar los procedimientos operativos para la gestión de reservas, check-in/check-out, y resolución de incidencias.
• Actuar como punto de escalada para consultas y problemas de los huéspedes.
• Colaborar con otros departamentos para garantizar una experiencia integral.

Skills

Liderazgo

Gestión de equipos

Coaching

Resolución de problemas

Orientación al cliente

Tools

PMS

Video conferencing

Job description

Gerente de Recepción y Front Desk

¡Estamos revolucionando la hospitalidad desde casa! Buscamos un Gerente de Recepción y Front Desk con experiencia, que lidere nuestro equipo de operaciones de check-in/check-out y atención al huésped, trabajando de forma totalmente remota. Desde tu hogar, serás responsable de asegurar que cada huésped reciba una bienvenida excepcional y una experiencia fluida durante toda su estancia. Este rol requiere un líder organizado, con una mentalidad centrada en el cliente y habilidades excepcionales para la gestión de equipos distribuidos, garantizando la excelencia operativa en toda la cadena de valor hotelera.

Key Responsibilities

• Supervisar y gestionar las operaciones diarias del equipo de recepción y front desk de forma remota.
• Establecer y mantener los más altos estándares de servicio al huésped, desde la reserva hasta el check-out.
• Capacitar, motivar y evaluar el desempeño del equipo de recepcionistas, asegurando una cobertura adecuada y un servicio de calidad.
• Implementar y optimizar los procedimientos operativos para la gestión de reservas, check-in/check-out, y resolución de incidencias.
• Actuar como punto de escalada para consultas y problemas de los huéspedes que no puedan ser resueltos por el equipo.
• Colaborar con otros departamentos (reservas, limpieza, mantenimiento) para garantizar una experiencia integral del huésped.

Requirements

• Experiencia demostrable como Gerente de Recepción, Front Desk Supervisor o en un rol de liderazgo similar en hotelería.
• Fuertes habilidades de liderazgo, gestión de equipos y coaching.
• Excelente conocimiento de sistemas de gestión hotelera (PMS) y herramientas de comunicación virtual.
• Capacidad probada para resolver problemas y tomar decisiones bajo presión.
• Orientación al detalle y un fuerte enfoque en la experiencia del cliente.
• La capacidad de trabajar de forma autónoma y mantener la productividad en un entorno remoto es esencial.

Benefits

• Trabaja desde casa con un horario flexible y beneficios laborales completos.
• Salario competitivo y oportunidades de crecimiento profesional en una empresa innovadora.
• Formación continua en las últimas tecnologías y tendencias de la industria hotelera.
• Participa en la transformación digital del sector hospitalario desde A Coruña o cualquier lugar de España.
• Forma parte de un equipo colaborativo y vanguardista.

Dir-Security - The Madrid EDITION

Madrid Marriott

Location: Plaza de Celenque 2, Madrid Madri 28013, Spain

Contract Type: Full-Time

Last Updated: 2024-06-18 (Placeholder)

Additional Information

Job Number: 123456 (Placeholder)

Job Category: Loss Prevention & Security

Located Remotely?: N

Position Type: Management

Job Summary

Manages security operations on a daily basis. Areas of responsibilities include the protection and safety of property assets, employees, guests and property, accident and fire prevention and response. Ensures that all areas of the property are safe and secure. Maintains logs, certifications and documents required by law and Standard Operating Procedures. Strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department.

Candidate Profile

Education and Experience:

• High school diploma or GED; 4 years experience in the security/loss prevention or related professional area.
• OR
• 2-year degree from an accredited university in Criminal Justice or related major; 2 years experience in the security/loss prevention or related professional area.

Essential Requirements

• Candidates need to be able to speak Spanish.
• Hold the required TIP certification to work as a Director de Seguridad in Spain.

CORE WORK ACTIVITIES

• Assists in the development and implementation of emergency procedures.
• Recommends follow-up action for security breaches.
• Conducts investigation of all losses of property assets and refers to proper management for disposition.
• Deploys security staff to effectively monitor and protect property assets.
• Comply with all Corporate Security safety and security management guidelines and procedures.
• Completes proper documentation and reports all employee accident and general liability incidents to Claims Reporting Service.
• Conduct periodic patrols of entire property and parking areas.
• Recognize success across areas of responsibility.
• Handles guest problems and complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Identifies and makes recommendations for minimizing physical hazards and unsafe work practices.
• Implements action plans to monitor and control risk.
• Maintains required reports and documentation regarding patrols of property and parking areas.
• Provides means for obtaining necessary medical attention on a timely basis.
• Conducts hourly employee performance appraisals according to Standard Operating Procedures.
• Identifies the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
• Complete disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Maintain first aid and CPR certifications required for Security officers.
• Implements local authority requirement for security and safety.

Leading Security Teams

• Attends pre- and post-convention and weekly forecast meetings to understand group needs and gather critical information to communicate to security officers.
• Celebrates successes by publicly recognizing the contributions of team members.
• Communicates the importance of safety procedures, detailing procedure codes, ensuring employee understanding of safety codes, monitoring processes and procedures related to safety.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provides personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
• Serves as a role model to demonstrate appropriate behaviors.

Ensuring Exceptional Customer Service

• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Empowers employees to provide excellent customer service.
• Meet quality standards and customer expectations on a daily basis.
• Incorporates guest safety and satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Provides services that are above and beyond for customer satisfaction and retention.

Conducting Human Resources Activities

• Assists in minimizing cost of accident claims through aggressive claims management.
• Brings issues to the attention of Human Resources as necessary.
• Strives to improve service performance.
• Administer property policies fairly and consistently.

Additional Responsibilities

• Analyzes information and evaluating results to choose the best solution and solve problems.
• Develops and maintains a working relationship with local law enforcement authorities.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Provides guidance in setting health and safety policies and standards.

Equal Opportunity Statement

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.

Company Overview

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.

Hiring Philosophy

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.

Call to Join

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.