Guest relations manager

Coordinar al equipo de Guest Experience, asegurando que se ofrece la máxima calidad de servicio, un trato personalizado y un seguimiento de peticiones, incidencias y cualquier necesidad que los clientes planteen.

Promover el Upselling y el crosselling para aumentar la venta de todos los puntos de restauración y de servicios del Hotel.

Coordinación constante con el equipo de recepción y pisos para la asignación de habitaciones y coordinación de peticiones.

Asegurar el cumplimiento de los procedimientos y estándares de calidad por parte de todo el equipo, con especial relevancia los vinculados al Post Covid-19.

Formar  a su equipo, velando por la mejora continua y el desarrollo profesional.

General Management

•Overview of all property operations, ensuring that the highest levels of hospitality and service is being provided by all front of the house employees, as well ensuring proper functioning of Back of the House employees.

Supporting Property Operations and Guest Relations Needs.

•Maintain a strong working relationship with all departments to support property operations and goals, as well as to emphasize on resolving any problems that may arise through the general operation of the property.
•Communicate any variations to the established norms to the appropriate department in a timely manner.
•Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.
•Sends copy of MOD report to all departments on a daily basis with focus on daily operations and a forecast of next day’s operation.

Supporting Profitability Goals

•Understand and comply with loss prevention, and Health & Safety, & Food Hygiene policies and procedures.
•Understanding and being able to implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
•Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Assisting Human Resources Activities

•Participating as needed in the investigation of associate and guest accidents.
•Conducting regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
•Ensuring employees and staff are cross-trained to support successfully daily operations, especially to be able to provide additionally value and support needed in lateral services.
•Ensuring property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.

Randall Laclé
Guest Services Manager ; 6 Years Experience in Upperscale Hotels, increasing Service Quality and Customer Loyalty.

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Randall Laclé
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Guest Services Manager ; 6 Years Experience in Upperscale Hotels, increasing Service Quality and Customer Loyalty.
Barcelona Area, Spain  500+ connections  Contact info

LAZURE-HOTELS
#OpenToWork
Guest Experience Manager, Front Office Manager, Assistant Hotel Manager and Director Of Hotel Operations roles
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Experienced hospitality professional (6 years) with a double B.A. in Hotel Administration and M.A. in Tourism Management. Proven ability in multiple roles including food and beverage, and front of house operations within the upperscale/ luxury hotel segments, with an additional experience in tourism development consultancy in the... see more 

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Cuando los recursos del destino han sido colocados para facilitar este tipo de turismo, nunca dejarán de venir. I.E. ejemplo de Magaluf, Lloret de Mar... Són Destinos cuya sector privada / público han desarrollado la cadena de valor para este turismo. La única manera será reconstruir la cadena de valor, y por medio de los "stakeholders".
Randall commented
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Muy de acuerdo con esta decisión.
Randall commented
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Gracias Sr. José J. de la Iglesia por este artículo/guía sobre el gestión del destino y las recomendaciones para destinos que tienen que ser más innovadores!
Randall commented
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TecnoHotel con un nuevo documento sobre el turismo y la hostelería en una época post covid. Muy interesante como describen el nuevo normal en revenue management, marketing, el Gestión de experiencias y el gestión de hoteles. Sin olvidar algunos partes sumamente interesante como por ejemplo el parte donde hablan miembros del sector como Gabriel Escarrer . Very insightful!
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Experience
LAZURE-HOTELS
Guest Services Manager
Company NameLAZURE-HOTELS Full-time
Dates EmployedFeb 2020 – Present
Employment Duration6 mos
LocationLloret de Mar
Guest Experience and Quality Manager
*Pre Opening Phase - February - September 2020

Leading Guest Experience, Guest Services and Quality as part of Rooms Division in 4*Superior Hotel located in Lloret de Mar. A hub for tourism in the Costa Brava Region of Spain.

L'Azure Lloret de Mar, is the flagship for the L'Azure hotels brand part of HTOP Hotel Group.

Hotel Specs: 400+ rooms, 5 F&B Outlets, Spa, Rooftop Bar, Infinity Pool and 500m2 of Meeting Spaces.

Responsibilities include departmental start up and documentation of procedures. Hiring and Training. PMS and other Software update for operations and financial control over departmental costs.
…
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Fairmont Rey Juan Carlos I
Company NameFairmont Rey Juan Carlos I
Total Duration4 yrs 11 mos
TitleDuty Manager
Full-time
Dates EmployedJul 2018 – Feb 2020
Employment Duration1 yr 8 mos
LocationBarcelona Area, Spain
General Management

•Overview of all property operations, ensuring that the highest levels of hospitality and service is being provided by all front of the house employees, as well ensuring proper functioning of Back of the House employees.

Supporting Property Operations and Guest Relations Needs.

•Maintain a strong working relationship with all departments to support property operations and goals, as well as to emphasize on resolving any problems that may arise through the general operation of the property.
•Communicate any variations to the established norms to the appropriate department in a timely manner.
•Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.
•Sends copy of MOD report to all departments on a daily basis with focus on daily operations and a forecast of next day’s operation.

Supporting Profitability Goals

•Understand and comply with loss prevention, and Health & Safety, & Food Hygiene policies and procedures.
•Understanding and being able to implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
•Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Assisting Human Resources Activities

•Participating as needed in the investigation of associate and guest accidents.
•Conducting regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
•Ensuring employees and staff are cross-trained to support successfully daily operations, especially to be able to provide additionally value and support needed in lateral services.
•Ensuring property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
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TitleInterim Front Desk Supervisor
Dates EmployedJun 2017 – Jul 2018
Employment Duration1 yr 2 mos
LocationBarcelona, Catalonia, Spain
Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Assist the Assistant/Front Office Manager in all aspects of the department and ensure service standards are followed.

• Provides managerial support for Reception, Royal Service, Concierge, and Guest Services in the daily operational duties for these areas.

• Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines.

• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation.

• Train staff and fulfill training role in the absence of the trainer.

• Assist guests regarding hotel facilities in an informative and helpful way.

Health & Safetey :

• Follow department policies, procedures and service standards.

• Follow all safety and emergency policies.

Reception :
• Creating and updating reservations
• Checking in, and updating guest´s information
• Checking out guests, and processing credit card´s and billings.
• Reviewing reservations rate code, room type, reservation type, market code, reservation origin, and payment method.

Concierge :
• Recommending activities and itineraries in relation to purpose of visit and needs and wants of the guests as well as taking into consideration the market segment; Leisure, Business, and Special Niche Segments.
• Being aware of events in the city, and recommending restaurants in relation to type of meal, location, and needs of the guests.
•Arranging transportation needs for local and air travel.

Guest Services :
• Revise VIP reservations within a three day period.
• Assign required VIP coding and VIP amenity
• Communicate VIP arrivals to internal department heads and relating front of house, and direct guest contact departments in written and visual forms.
• Pre-arrival & Post-Stay Procedures.

*Food and Beverage*

Lounge F&B Service :
•Taking orders and serving guests
• Setting up breakfast buffet, lunch buffet and dinner buffet
• Being able to describe the menu and being aware of the ingredients.
• Follow hygiene rules and policies regarding food and beverage storage and control.
• Anticipating guests needs and recommending food and beverage items.

Licenciatura obtenida por haber hecho un Intercambio Erasmus (student exchange program) de 1 año cubriendo las temáticas más importantes de un trayecto normal de licenciatura (4 años).

Licenciatura en la gestión administrativa de hoteles.

Prácticas nacional (Tilburg; Holanda) : 3 meses en A + B.

Prácticas intencional (Escocia; Edimburgo) : Recepción y Atención al Cliente.

Proyecto final : Calidad de Servicio y la perspectiva de Management.