Guest Experience Professional
21 hours ago
Barcelona
Nobu Hotel Barcelona is a renowned 23-story landmark offering breathtaking 360-degree views over the city and the Mediterranean. Situated in the heart of the Sants-Montjuic district, it is close to popular museums and shopping. The hotel features 259 spacious guestrooms and suites with panoramic windows, cutting-edge technology, complimentary espresso and tea, and Natura Bisse amenities. Nobu restaurant boasts unparalleled views from the top floor, complete with its signature sushi bar, lounge, and private dining room. Kozara and terrace offer light bites. The Spa has steam, sauna, an indoor pool, and a fitness center. • Answer telephone calls and process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls., • Provide guests with information about any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required., • Answer, record, and process all guest calls, requests, questions, or concerns., • Receive, record, and relay messages accurately, completely, and legibly., • Log all guest requests or issues into systems and follow up with guests to ensure their request has been met to their satisfaction., • Coordinate with teams all the 'lost' items that guests have asked for., • Offer information to guests about room features, property amenities, and local areas of interest., • Assist guests with accessing the internet., • Answer guest emails., • Manage booking and requests for both external and internal services (restaurants reservations, car rental, massage, etc.)., • Prepare VIP guest lists and communicate them to other departments with assigned amenities and welcome notes., • Respond to all positive reviews on online platforms., • Review guest arrival lists to offer warm greetings., • Attend to distinguished visitors (such as VIPs) and respond to their questions., • Assist with the preparation of welcome folders with materials (e.g. room service menus, area descriptions)., • Promote services and provide information about amenities, neighborhoods, and venues., • Anticipate guest needs and establish rapport by assisting with specific tasks (e.g. confirming travel arrangements, taking messages)., • Address customer complaints and, if necessary, escalate them.