Senior Front Office Agent - Pestana Cr7 Gran Via [G-412]

Scope: Process all guest check-ins and check-outs while complying with the norms and standards of service of the section, ensuring a customer-focused service at all times.
Responsibilities and Areas of Action: Supervise and observe the operation at the reception and service center, ensuring compliance with service standards by all employees under their responsibility.Carry out cash supervision, check working capital, and verify customer accounts and credit.Inform other operational departments of the unit about Reception matters that may concern them.Analyze the expected occupancy rates for each week to organize the work of the team and their schedules.Follow up on any customer complaints.Analyze GRI and GSS, and respond to online reviews and surveys in Review Pro.Oversee the assignment of rooms to guests, ensuring that guest requests are properly attended to while optimizing the room plan.Check the list of entries for the day, ensuring that known customers and VIPs receive personalized treatment.Check daily events (events and/or ongoing meetings in the unit), ensuring that the responsible team is fully engaged.Behavioral Competencies: Business Orientation (Be Efficient)Goal Orientation (Be Efficient)Adaptation to Transformation (Be Agile)Focus on Internal and External Customer (Being Passionate)Teamwork (Be Collaborative)Resilience (Be Agile)Rigor and Attention to Detail (Be Efficient)Proactivity (Be Efficient)Environmental and Social Consciousness (Be Conscious)Technical Competencies: Customer ServiceFront Office ServiceEnglish
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