Guest Relations Manager - Hotel NH Collection Eurobuilding
NH Hotel Group
Madrid, España
hace 4 días


Assure that the guests receive a service adapted, when possible, to their preferences, needs, life styles, and forms of working and interacting (FEEL AT EASE) :

  • Maintain good relationship with the guests, ensuring that all of them have a guest experience adapted to their preferences and needs.
  • Lead by example : the guest is our number 1 priority, coordinate different departments in order to assure a high quality experience and create an excellent service attitude.
  • Be visible for the guest at all times and help resolve their doubts.
  • Assure that the specific requests of guests during the reservation process or their stay are handled, and guarantee that all of them receive a response.
  • Make sure that the specific requirements are correct and coordinate them with the corresponding department.
  • Coordinate together with the General Manager, the selection of special attentions and supervise their correct distribution.
  • Booking and managing of the requests for both external and internal services (restaurants reservations, car rental, massage, etc.)
  • Assure that the guests feel accompanied during their stay, as well as connected with their city of destination (FEEL THE PLACE) :

  • Have a thorough knowledge of the services offered in the place / city (restaurants, leisure facilities, transport facilities, museums, etc.)
  • Coordinate (together with the Hotel Director) the preparation of monthly brochures regarding the activities of interest and possible events which may take place (demonstrations, strikes, fairs, special holidays), that could be of interest to guests, or affect their safety and security.
  • Ensure that all the information of interest (restaurants, maps, museums, theaters ) provided by the hotel is up to date and meets the quality standards and corporate identity defined for the NH Collection.
  • Stay constantly informed about the events that take place (demonstrations, strikes, fairs, special holidays ...), and prepare monthly brochures regarding the activities of interest.
  • Maintain a direct and frequent contact with guests, especially during the most important moments of their stay (breakfast, lunch, dinner, coffee breaks, check in, check out ..)
  • Ensure that NH Hotels is a reference of quality that exceeds the expectations of our guests. Make them feel special through details and surprises that exceed their expectations (FEEL SPECIAL) :

  • Demonstrate an excellent knowledge of frequent guests, taking into consideration their preferences and offering them in a proactive way during the guests next stay.
  • Maintain the contact with guests in order to find out how to even serve them better next time.
  • Accept suggestions of our guests and work hard to improve our service.
  • Ensure that quality standards are met and even exceeded, so the hotel is an excellent example of the Premium brand of the chain.
  • Be the best host that customers have experienced during a hotel stay.
  • Build customer loyalty through the enhancement of products and services offered by the hotel (BRILLIANT BASICS).

    Manage VIP guests :

  • Develop and implement the hotel s VIP policy, together with the General Manager.
  • Prepare VIP guests list and communicate it to rest of the departments.
  • Assign rooms to VIP guests.
  • Revise the VIP guests rooms that are staying in the hotel and make sure that everything is correct, taking notes of any peculiarity or detail that may please the guest.
  • Personally welcome and say good-bye to VIP guests, making the check-in and the check-out totally personalized.
  • Assist the General Manager in the Commercial Role :

  • Introduce potential clients to the General Manager / Commercial Director.
  • Give support in the preparation of PR Events that take place in the hotel.
  • Revise the customer loyalty lists and carry out commercial actions especially designed for regular customers.
  • Be proactive in the detection of possible VIP guests who were not identified when reserving, by establishing direct contact with them before as well as throughout their stay.
  • Assist the General Manager in the quality management and supervision (fulfillment of standards, analysis of the results of customer surveys, management of Quality on line, Mystery Guest, etc.)

  • Keep up to date, and inform of the hotels quality scores.
  • After receiving guest comments or complaints, Create and help to execute the corresponding corrective action plans with the general manager as well as with the corresponding heads of departments.
  • Assure that the company quality standard are met and implemented correctly...
  • Responsible for the state of the public areas (installations, decoration, floral arrangements etc.)
  • Handle complaints and suggestions from guests, giving support to the General Manager in monitoring the resolution of complaints that affect the hotel s operations area, interacting with all the Department Heads.
  • Will be the first filter for any complaints, freeing the Front Desk from these functions, and will become the person responsible for keeping records on the complaints and their resolution for future reference.
  • Transmit any complaints made to the management team as well as the departments related to the complaint in order to work together and put together an action plan to avoid reoccurrence.
  • Occasionally collaborate with other departments (events to show the meeting rooms, reception in the check-in, check-out and courier service control).


    Degree in Tourism, Advanced Degrees

    Specific Knowledge

  • Essential high level of English, written and spoken.
  • Highly desirable high level of a second language (French, German or Italian).
  • Sales skills and techniques.
  • Highly valued knowledge of protocol.
  • Highly valued knowledge of hotel management systems
  • Professional Experience

  • Minimum of two years’ experience in 4* and 5* hotels of a premium brand
  • Minimum of two years’ experience as a Guest Relations. Further experience in a supervisory position preferred.
  • Highly appreciated international Hospitality experience.
  • Availability to work in shifts and on weekends.

    Incorporation date : September 2022

    Se ofrece

    NH Hoteles is committed to the principle of equal opportunity and nondiscrimination in the management of their selection processes.

    Reportar esta oferta

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Formulario de postulación