Customer Experience Manager - Barceló Tenerife Hotel

• Determine the level of satisfaction of the hotel's customers.
- Conduct customer interviews.
- Carry out a study of the questionnaires from the last few months.
- Resolve any issues that may arise and that could affect customer satisfaction during their stay at the hotel.
• Perform tasks specific to the operational area in order to stay in contact with staff and customers and to understand how this area works.
• Review the equipment used in the department (quantity and condition).
• Identify and address any complaints or claims, communicating them and following up with the departments involved until they are resolved.
• Provide information to the other departments about special guests or relevant situations.
• Promote sales of additional services and products.
• Project a positive image to customers, making them feel warmth and loyalty toward the company.

* You will have the opportunity to work in a flexible, collaborative, and responsible work environment, surrounded by the best colleagues.
* Why limit yourself to one location when you can travel between countries and work in different areas of the company? At Barceló Hotel Group, we offer geographical mobility and the opportunity to gain knowledge about various products and services throughout your career.
* We understand that a committed and experienced team is essential for growth. That's why we have specific career plans available in different areas of the company, which you can join.
* You will have access to the best training programs on the market, tailored to your position within the company. Additionally, because we firmly believe in personal development, we offer a wide range of open training activities through our Barceló Campus e-learning platform.

* We invite you to explore Barceló ReGen, our sustainability strategy. This initiative covers numerous actions related to social, economic, and environmental development in all the places where our company operates. We want you to join us in our commitment to building a better future!

As one of our biggest challenges is to ensure your happiness, being part of the Barceló Hotel Group team offers additional advantages and benefits, including:

1. Exclusive discounts on hotels and travel for you, your family, and friends.
2. Access to a health insurance policy with numerous advantages and special conditions for the Barceló group.
3. Discounts with various companies related to leisure and free time.
4. Special offers with product and service companies.
5. Exclusive agreements with different training and business schools.

Barceló Group is a family-owned company founded in 1931 by Simón Barceló in Mallorca (Spain). Our expansion to the world's major destinations, along with our clear growth strategy, has allowed us to position ourselves as the 2nd largest chain in Spain and one of the top 30 in the world in terms of the number of rooms.

Our commitment to ensuring the satisfaction of our visiting guests and the well-being of our entire team has been rewarded with the "Best Hotel Management Company in the World" award at the latest edition of the World Travel Awards, considered the Oscars of the international tourism sector.

Currently, Barceló Hotel Group has 270 urban and resort hotels with 4 and 5 stars, totaling over 60,000 rooms distributed in 24 countries. These hotels are marketed under four brands that allow us to provide our guests with a clear differentiating value in terms of both quality and service:

• Royal Hideaway Luxury Hotels & Resorts

• Barceló Hotels & Resorts

• Occidental Hotels & Resorts

• Allegro Hotels

All of the above, combined with a clear spirit of sustainable improvement, enables us to look towards the future with optimism, always backed by the strength and international presence that have characterized the Barceló Group throughout its more than 90 years of business trajectory. Do you want to be part of our story? Join our team!

• Education: Degree in Tourism, Master's in Marketing or similar; specific training in tourism quality is essential.
• Experience: minimum 2 years in customer service and quality in the hotel sector.
• Languages: advanced English, advanced German; other languages are a plus.
• Knowledge of the following will be valued: office software, hospitality, CRM, ISO standards.
• Organization and planning.
• Strong self-management skills.
• Communication skills.
• Analytical and synthesis skills.
• Flexibility.

Regular

• Conocer el nivel de satisfacción de los clientes del Hotel.
- Realización de entrevistas a clientes.
- Llevar a cabo un estudio los cuestionarios de los últimos meses.
- Solucionar los problemas que pudieran plantearse y que afectaran a la satisfacción de los clientes durante su estancia en el Hotel.
• Realizar trabajos propios del área operativa con el fin de estar en contacto con el personal, los clientes y conocer el funcionamiento de dicha área.
• Estudiar el equipamiento utilizado en el departamento (cantidad y estado).
• Identificar y atender las posibles quejas o reclamaciones, difundiéndolas y dando el seguimiento con los departamentos involucrados, hasta que se resuelvan.
• Proporcionar información al resto de los departamentos sobre huéspedes especiales o situaciones de relevancia.
• Promover las ventas de servicios y productos extras.
• Proyectar una imagen positiva a los huéspedes haciendo que experimenten simpatía y fidelidad hacia la empresa.

* Tendrás la oportunidad de trabajar en un entorno de trabajo flexible, colaborativo y responsable, rodeado de los mejores colegas.
* ¿Por qué limitarte a una ubicación cuando puedes desplazarte entre países y trabajar en diferentes áreas de la empresa? En Barceló Hotel Group, te ofrecemos movilidad geográfica y la oportunidad de adquirir conocimientos sobre diversos productos y servicios a lo largo de tu carrera.
* Entendemos que un equipo comprometido y experimentado es esencial para el crecimiento. Por eso tenemos planes de carrera específicos disponibles en diferentes áreas de la empresa, a los que tú puedes unirte.
*Tendrás acceso a los mejores programas de capacitación del mercado, adaptados a tu posición dentro de la empresa. Además, porque creemos firmemente en el desarrollo personal, ofrecemos una amplia gama de actividades de formación abierta a través de nuestra plataforma de e-learning Barceló Campus.

* Te invitamos a explorar Barceló ReGen, nuestra estrategia de sostenibilidad. Esta iniciativa abarca numerosas acciones relacionadas con el desarrollo social, económico y medioambiental en todos los lugares donde nuestra empresa opera. ¡Queremos que te unas a nosotros en nuestro compromiso de construir un futuro mejor!

Como uno de nuestros mayores desafíos es asegurar tu felicidad, formar parte del equipo del Grupo de Hoteles de Barceló ofrece ventajas y beneficios adicionales, entre ellos:

1. Descuentos exclusivos en hoteles y viajes para ti, tu familia y amigos.
2. Acceso a una póliza de seguro de salud con numerosas ventajas y condiciones especiales para el grupo Barceló.
3. Descuentos con diversas empresas relacionadas con el ocio y el tiempo libre.
4. Ofertas especiales con empresas de productos y servicios.
5. Acuerdos exclusivos con diferentes escuelas de formación y negocios.

Barceló Group is a family-owned company founded in 1931 by Simón Barceló in Mallorca (Spain). Our expansion to the world's major destinations, along with our clear growth strategy, has allowed us to position ourselves as the 2nd largest chain in Spain and one of the top 30 in the world in terms of the number of rooms.

Our commitment to ensuring the satisfaction of our visiting guests and the well-being of our entire team has been rewarded with the "Best Hotel Management Company in the World" award at the latest edition of the World Travel Awards, considered the Oscars of the international tourism sector.

Currently, Barceló Hotel Group has 270 urban and resort hotels with 4 and 5 stars, totaling over 60,000 rooms distributed in 24 countries. These hotels are marketed under four brands that allow us to provide our guests with a clear differentiating value in terms of both quality and service:

• Royal Hideaway Luxury Hotels & Resorts

• Barceló Hotels & Resorts

• Occidental Hotels & Resorts

• Allegro Hotels

All of the above, combined with a clear spirit of sustainable improvement, enables us to look towards the future with optimism, always backed by the strength and international presence that have characterized the Barceló Group throughout its more than 90 years of business trajectory. Do you want to be part of our story? Join our team!

• Formación: Grado en Turismo, Máster en Marketing o similar, imprescindible formación específica en calidad turística.
• Experiencia: mínimo 2 años en atención al cliente y calidad en sector Hotelero.
• Idiomas: inglés alto, alemán alto, valorable otros idiomas.
• Se valorarán conocimientos en: ofimática, hostelería, CRM, normativa ISO.
• Organización y planificación.
• Alta capacidad de autogestión.
• Habilidades comunicativas.
• Capacidad de análisis y síntesis.
• Flexibilidad.

Regular