Senior Front Office Agent - Pestana Cr7 Gran Via (Madrid)

Scope

• Process all guest check-ins, check-outs complying with the norms and standards of service of the section, in order to carry out, at all times, a service focused on the customer and his needs.

Responsabilities and areas of action

• Supervise and observe the operation at the reception, reception and service centre, complying with the service standards in the section, in order to ensure that they are performed by all employees under their responsibility.
• Carry out cash supervision, check the working capital and check the accounts and credit of the customers.
• Inform other operational departments of the unit about Reception matters that may concern them.
• Analyse the occupation rates foreseen for each week, in order to organize the work of the team and their schedules.
• Follow up any customer complaints.
• Analyse GRI and GSS and reply to online reviews and surveys in Review Pro.
• Oversee th...