Assistant Guest Experience Manager

hace 2 meses


Bogotá, Bogotá D.E., Colombia 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:
About Modern luxury in the capital of cool. The energy and creativity of Colombia's capital city are best experienced with a stay at Four Seasons Hotel Bogotá. In the buzzing Zona Rosa area, find yourself just steps away from the city's best shopping, nightlife and cafés, then come back to settle in at our intimate, modern Hotel, where contemporary elegance is found everywhere from the spacious suites to the perfectly poured Colombian espresso.

Tiempo completo

El Hotel Four Seasons Bogotá está buscando un Subgerente de Experiencia al Huésped que comparta una pasión por la excelencia y que infunden entusiasmo en todo lo que hace. Nuestro Subgerente tiene la oportunidad de dar forma a nuestra experiencia del huésped, proporcionando conocimientos y un servicio excepcional. Esta posición reporta al Front Office Manager y requiere permiso de trabajo Colombiano.

RESPONSABILIDADES
  • Contactar a los huéspedes VIP antes de la llegada, presentarse y crear un estrecho contacto con el huésped e invitarlo a comunicarse con el hotel v í a chat.
  • Trabajar con los gerentes departamentales para implementar procesos y garantizar que los mismos sean ejecutadas por los empleados con incidencia en los mismos .
  • Establecer contacto con los huéspedes que requieran seguimiento a través de Medallia y hacer revisiones en conjunto con los gerentes y supervisores a los planes de acción que se requieran.
  • Hacer seguimiento a los Glitches generados por los huéspedes y crear planes de acción que ayuden a su corrección y/o disminución de ocurrencia .
  • Involucrarse directamente con los huéspedes que tienen glitches importantes durante su estadía.
  • M edir los resultados ( de su gestión, equipo, glitches , Medallia entre otros ) y comunica rlos semanalmente al Front Office Manager.
  • Supervisar e implementar las iniciativas e ideas de experiencia del huésped del hotel y derivadas de terceros como servicios de transporte, servicios turísticos y todos lo s relacionado s con servicios de conserjería.
  • Trabajar con su equipo de operaciones para enriquecer todos los aspectos del perfil, información de preferencias y d el programa de Huéspedes Elite.
  • Junto con el L&D Assistant Manager, c rear , acompañar y capacitar a los empleados con incidencia en su gestión en el programa Guest Arrival Experience .
  • Crear un plan de reconocimiento acorde a los requerimientos corporativos (Primera vez en la compañía, primera vez en el hotel, huésped frecuente y Elite ) , así como a desarrollar y capacitar a las áreas de Recepción y Botones para darle el enfoque y cumplir con los estándares y esfuerzos globales de entregar un servicio intuitivo y servicios excepcionales.
  • Trabajar con Guest Experience Managers a nivel global para aprender de los éxitos y fracasos de los demás para desarrollar un producto consistente en toda la empresa.
  • Convertirse en el Lobby Embassador encargado de cuidar y supervisar las experiencias de los huéspedes asignados.
  • Busca r oportunidades para generar experiencias centradas en el huésped en todos los puntos de venta del hotel.
  • Servir de enlace entre los gerentes de ventas y reservas y los Huéspedes, para garantizar que se establezca una conexión entre la información y la experiencia del huésped en todas las etapas de su estadía (antes de la llegada, estancia y posterior a la salida).
  • Entrena r al personal para lograr los estándares de cultura y los estándares básicos del equipo de Servicios al Huésped.
  • Ser el Gerente referente para el servicio durante momentos especiales, incluyendo Festive Season , Four Seasons Jet, etc. Trabajar en conjunto con los Sales Manager a cargo de l mercado de leissure .
Cualificaciones y competencias preferidas

Educación: Educación superior con énfasis en hotelería

Experiencia: La experiencia requerida para este cargo es de mínimo dos años en el área.

Habilidades:

Habilidad para leer, escribir y hablar inglés fluidamente

Manejo de Opera y Windows

Persona dinámica

Buenas relaciones interpersonales

Excelentes habilidades de liderazgo

Persona con grandes conocimientos de la ciudad

Lo que se puede esperar: Usted será...

• Ser parte de un equipo cohesionado, con oportunidades para construir una carrera exitosa con potencial global

• Tener la oportunidad de participar en el trabajo diverso y desafiante

• Derivar un sentido de orgullo por el trabajo bien hecho

• Ser reconocido por su excelencia

Más información acerca de lo que se siente al trabajar en el Four Seasons - visítenos:

Esperamos con interés recibir su solicitud

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