Additional Information

Job Number 25050809

Job Category Procurement, Purchasing, and Quality Assurance

Location W Barcelona, Placa de la Rosa dels Vents 1, Barcelona, Barcelona, Spain, 8039VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Management

Lead change with a guest-centric mindset, ensuring guest satisfaction and managing their questions, needs, and issues. This role provides guidance and leadership to all high-guest-contact associates, working alongside the Quality Manager and HODs to enhance the guest experience.

Core Tasks:

• Serves as a leader in displaying outstanding hospitality skills.
• Ensures employees understand customer service expectations and parameters.
• Strives to improve service performance and empowers employees to provide excellent customer service.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Handles day-to-day complaints/problems, ensuring that guests are listened to and their concerns are attended to.
• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
• Records guest issues in the guest response tracking system - GXP.
• Supports the day-to-day operation, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Ensures compliance with all policies, standards and procedures.
• Understands and manages quality tools: GuestVoice, QPower and QA Website.
• Supports Quality Manager on responding and handling guest feedback, problems, complaints in GuestVoice, Tripadvisor and MVR.
• Supports Quality Manager running weekle GSS Meetings and monthly Quality Meetings.
• Showcases and promotes our Whatever/Whenever service promise.
• Holds team accountable, provides on time, constructive feedback and creates action plans to correct service gaps and follows up with managers periodically.
• Participates in, promotes use of Self Audit tool throughout hotel ensuring managers reach their targets, uses data to draw actionable feedback, and plans.
• Responsible for full knowledge of BSA Standards, their implementation and results.
  
  

La misión de W Hotels es despertar la curiosidad y expandir mundos. Somos un lugar para disfrutar de la vida. Estamos aquí para abrir puertas y mentes. Constantemente nos dejamos inspirar por nuevas caras y nuevas experiencias. Nuestro núcleo es un espíritu armonioso y listo para todo, que nos ha hecho famosos por reinventar las normas del lujo en todo el mundo. El servicio Whatever/Whenever es nuestra cultura y la filosofía de servicio que hace realidad las pasiones de los huéspedes. Si eres original, innovador y siempre miras hacia las posibilidades que te brinda el futuro, te damos la bienvenida a W Hotels. Al unirte a W Hotels, te unes a una cartera de marcas con Marriott International. Estarás donde puedes llevar a cabo tu mejor trabajo, comenzarás a cumplir tu propósito, formarás parte de un increíble equipo mundial y te convertirás en tu mejor versión.