Job Number 24065362

Job Category Rooms & Guest Services Operations

Location Madrid Marriott Auditorium Hotel & Conference Center, Avenida de Aragon No 400, Madrid, Madrid, Spain

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

Additional Information: This hotel is owned and operated by an independent franchisee, Centro Comercial Portugal S.A. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

JOB SUMMARY

Mission

Ensure exceptional customer service, guarantee preferential actions for high-level guests in the loyalty program across all hotel spaces and services.

Responsibilities

• Implement effective strategies and actions to make "customer experience" an objective for the entire organization.

• Manage guest´s incidences and complaints and establish corrective procedures to prevent them.

• Provide specific information and improvement proposals to directors and managers to ensure dealing with customer requirements.

• Evaluate employee service performance and work with managers on staff strengths and areas for improvement.

• Gather employee opinions and suggestions contributing to achieving excellence in customer service.

• Interact with guests to obtain feedback on product quality, service standards, and overall satisfaction. Ensure that customer feedback aligns with the hotel's customer service objectives.

• Responsible for the Executive Lounge (VIP floor), ensuring that service specifications established by the F&B Management and Hotel Management are met.

JOB REQUIREMENTS

• Degree in Tourism, Protocol, or Public Relations.

• Professional experience of at least 2 years in the position of "Guest Relations Director or Manager" in international brands of full service hotels or convention centers.

• Proficiency in both English and Spanish.

• Availability to adjust the schedule as needed to drive success.

Preferred Qualifications

• Master's degree in Hotel Management.

• Fluency in other languages (French, German, etc.).

• Proficiency in hotel management software programs.

This company is an equal opportunity employer.

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Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.