Butler, Hosco, Madrid – Customer Service job near Retiro #QKzzPP

Qualifications: SHIPBOARD Employment type Ability to speak English clearly, distinctly and cordially with guests. 2-3 yrs background experience as Front Desk/Receptionist in a 4 or 5 Hotel. Experience in handling different types of events with 80+ guests. Guest services shipboard experience is an advantage. Essential duties and responsibilities: Acts as primary contact, advocate and representative for all guests, with increased focus on the V.I.P list, Loyalty, Groups and Concierge Class, reacting efficiently and effectively to achieve impeccable results. Accountable owners of the seamless execution of all Group, Loyalty and Concierge events, their organization and the stakeholders who facilitate. Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening Maintains the physical appearance and ambiance of the Concierge lounge, Loyalty Spaces and conference rooms and materials ensuring a clean organized, fully stocked, welcoming and luxury environment Maintains complete knowledge of all brand features, ship related information, revenue products, information, voyage/destination related information, guest information and preferences Coordinates guests’ special requests for personalized services, such as transportation, restaurant reservations, various activities and services, wine, spa, shore excursions, flowers, tailor service, and baby-sitting etc. As an Officer, leads by example by maintaining a firm, calm composure in all situations, treats all guest and crew with equal humility and respect, champions cleanliness and orderliness when walking all guest and crew areas by correct reporting and ownership, greets all guest and crew following WAYS philosophy and takes full ownership of all guest and crew occurrences that require direction and leadership.

Qualifications: Preferably 2 years experience in guest-facing/Guest Services/Front Desk at an International 5 star/Luxury establishment. Basic accounting knowledge Must be a strong administrator Moral integrity is required Excellent fluent English (verbal and written). Advanced language skills in one of Spanish, Portuguese, German, French are highly desirable. Ability to be adaptable to change, quick thinking, able to make decisions under pressure whilst maintaining attention to detail. Well organized, self managed and motivated. Handle multiple demands, remain calm and effective under pressure and resolve issues quickly. Responsibilities: Responsible to provide exceptional guest services at the reception desk. Assists with and coordinates guests needs and requirements ensuring that all are met and the needs of the guest are observed in the delivery of the highest possible service. Ensures that all guest requests, enquiries and complaints are responded to immediately and are followed up on efficiently and to the guests satisfaction. Proactively demonstrating sincerity and hospitality in all guest interactions. Maintains a high level of communication and feedback with the Guest Relations Manager as well as other departments around the ship. Assists guests with financial transactions (cash payments, traveler’s checks; foreign currency exchange, credit cards and cash advances) balancing all cash handling with the Financial Officer at the end of the cruise. Positive and efficient management of the daily duties at the Reception Desk, to include but not limited to: RSVP of invitations, Mailing service, DVD/CD rental, Preparation of newspaper list and newspaper deliveries, Restaurant reservations, Wake up calls. Adheres to Standard Operating Procedures set forth by the Company, and is accountable for such practices.

Qualifications: Minimum of two (2) years Butler/guest facing experience in a luxury hotel, resort or cruise line environment Professional Butler or luxury service certification such as "The International Butler Academy) is an advantage Previous shipboard experience is highly preferred Excellent fluent English (verbal and written). Excellent communication skills and additional languages such as (French, Spanish, Italian, Russian, mandarin, Arabic, Japanese are an asset). Excellent interpersonal and leadership skills؛ ability to lead, motivate, and develop a culturally diverse workforce Duties and Responsibilities: Ensure delivery of exceptional butler services to guests Ensure all guest orders, requests, enquiries are fulfilled timely & efficiently Conduct embarkation inspections of all VIP suites Ensure in-suite arrival procedures are executed to brand standards. Lead, coach, train, and develop the Butler Team to consistently deliver superior service performance aligned with brand expectations. Mentor and prepare the Senior Butler for managerial responsibilities Meet or exceed brand‑defined performance targets and KPIs for the Butler Team.

Qualifications: Minimum of 6-8 years of professional experience in luxury hotel operations (multi-outlet) with at least 5 years at a management level Previous cruise line experience is an advantage, but not limited to experience in luxury hospitality, and other service-driven industries. Excellent fluent English (verbal and written). Conversational skills in additional languages are considered an asset. Duties and Responsibilities: Provides strategic direction and leadership. Takes responsibility for all aspects of hotel operations to ensure optimum guest satisfaction through a welcoming and efficient guest service experience and foster crew friendliness. Forbes Standard: Embrace and Aspire to be Forbes 5 star Forbes standard training: Crew are fully made aware of Forbes standard requirement and ship ready for possible inspection. ATRI – Ability to resolve challenges onboard and all issues are solved onboard. Daily powerful and inspiring Morning meeting Mentors and supports Heads of departments, identifies training needs, and talent development. Attends meetings, training activities and related courses and all other work-related activities as required. Actively participates in weekly public health inspections and ensures corrective actions are completed. Distributes the NPS, Financial data, Hotel Director’s Voyage Report and Deep Dive Analysis, at the end of every voyage to designated stakeholders.

Qualifications: 5years+ managerial hotel experience in customer service in a hotel, or hospitality industry related field required. Preferably with Shipboard experience and/or experience in a 4/5* hotel handling front desk operations Required to speak English clearly and distinctly. Duties and Responsibilities: Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards. Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment. Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible. Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation. Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data to provide guests with accurate and up-to-date information to answer questions and handle any special requests.

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Guest Relations Officer

5 hours ago

Full-time

Retiro, Madrid

Qualifications: SHIPBOARD Employment type. Ability to speak English clearly, distinctly and cordially with guests. Ability to speak additional languages preferably Spanish, Portuguese, Italian, French or German (Conversational Proficiency). 2-3 yrs background experience as Front Desk/Receptionist in a 4 or 5 * Hotel. Guest services shipboard experience is an advantage. Essential duties and responsibilities: Maintains a constant presence of professionalism and emergency preparedness within stateroom services, supporting the operation in resolving elevator and ADA alarms, being the brand voice of the ship and Guest Relations for external calls and providing impeccable quality of personalized service to internal and external guests and crew alike Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening Championing strong administrative skills, taking periodic metrics of data such as guest counts, call volume, call content and guest and crew call behavioral analysis Readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools As an Officer, leads by example by maintaining a firm, calm composure in all situations, treats all guest and crew with equal humility and respect, champions cleanliness and orderliness when walking all guest and crew areas by correct reporting and ownership, greets all guest and crew following service philosophy and takes full ownership of all guest and crew occurrences that require direction and leadership.

Qualifications: SHIPBOARD Employment type Minimum of two (2) years guest facing service experience in a luxury environment. Ability to speak English clearly, distinctly and cordially with guests. Confident, well-groomed appearance with a warm and welcoming demeanor. Strong emotional intelligence required with resourceful thinking and a working knowledge of conflict resolution, food and beverages and the ability to confidently speak on and properly serve such items. Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers. Essential duties and responsibilities: Ensuring the Retreat guests are comfortable and knowledgeable regarding their suite, amenities, ship offerings, ports of call, their concierges and Retreat privileges Retreat guest’s personal point of contact and advocate for seamless inter-departmental communication and delivery Taste-testing and screening of all services and food items to ensure the most impeccable standards prior to guest use and/or consumption Championing excellence and driving further increasing standards on behalf of the Retreat program and guest Collaborating with all other Retreat areas to share information and guest’s personal preferences to enhance overall Retreat experience in all venues

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Butler - Hosco - Madrid

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