Assistant - Manager Luxury Guest Experience - Granollers, España - Belmonte Group

Belmonte Group

Empresa verificada

Granollers, España

hace 4 semanas

Publicado por:

Isabel García

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Descripción

As our VIP Hospitality Manager, you will be responsible for monitoring and implementing all events in the Private Space for high net worth guests,

You will also ensure that all guests receive a 5star luxury hospitality service during their visit.
Help leading the VIP team
Act as an ambassador to deliver the Private Client / High Net Worth guest experience
Support develop and implement the strategy for the VIP department aligned with the company's overall Hospitality and Guest Services strategies, mission, vision & values together with the Marketing and Retail departments
Manage the Hospitality team assuring emotional interaction with guests and providing qualified information of brands and territory services and activities
Help implement the best guest services practices for the company and ensure that programmes, systems,

procedures and initiatives are shared among the different stakeholders

Ensure the VIP department is operating efficiently keeping the delivery of high quality guest experience at all time and maintained in excellent conditions
Ensure that there is suitable and sufficient support for the different guest profiles at all times
Promote a range of innovative and efficient 'concierge style' services including handsfree shopping service, valet parking, airmiles redemption, transport services such as Shopping Express daily coach service
Create and maintain excellent business relationships with the VIP's and HNWI's at all times and do everything possible to exceed their expectations
Drive and implement the right measures to avoid the service delivery failures and ensure that there is continuous improvement
Build strong relationships with both current and potential Brand partners to ensure that our Private Client / HNW guest receives a luxury retail experience
Deliver consistent service with the highest quality to guests
Provide information of all brands and the unique offer/promotions for our guests
Ensure that all guest comments and complaints are properly recorded, reacted on and resolved
Assist and guide all departments to resolve comments and complaints from the guests
Work closely with the training and Brand Services team to develop the Hospitality & Guest Services Standards and the training content to ensure that our staff can meet the Company's standards
Maintain close communication with mainly Marketing, Retail and Hospitality team
Continuously build and maintain relationships with key stakeholders across the business to pull in additional guests and deliver an agreed number of events on a yearly basis
Assist in the launch and implementation of the Privilege Card for the Compàny
Provide recommendations and insights on new services and system to enhance the quality of services
Maintain an uptodate CRM database for the Company
Compile and consolidate regular reports for the Hospitality Department
Provide regular updates on the competitions knowledge, e.g. activities, promotions, services and guest journey touch points, etc.
Provide regular updates on the events and activities in the department
Attend Meetings as requested, e.g. Brand meetings, Marketing & Morning Huddle (daily) and/ or Hospitality team Meetings among others
Support the Hospitality team members when required

Requirements:

About You

We are looking for an individual who can display the following experience and skills:

Experience as a guest relation/concierge/ private client events coordinator in a luxury environment, including hotel, retail or event sectors
Strong experience with high net worth and international guests with a good understanding of 5* guest services requirements
Experience in leading a team
Computer literate with high proficiency on Microsoft Office
Knowledge in data base systems is highly preferrable
Inherent understanding of guests needs, cultures, behaviors and a passion for delivering excellent standards in service and hospitality
Strong interpersonal and communication skills
Able to work well with all levels across the business
Excellent organizational skills, with the ability to prioritize varying demands whilst working under pressure
Proactive, dynamic and openminded
Attention to detail, responsible and able to work without close supervision
Flexibility to work on a shift pattern basis, including weekends and bank holidays
Fluent in English and Spanish, any other European language would be beneficial