Job Number 24072017 Job Category Rooms & Guest Services Operations Location Hotel Ercilla de Bilbao Autograph Collection, Ercilla 37-39, Bilbao, Vizcaya, Spain VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management Additional Information: This hotel is owned and operated by an independent franchisee, Gran Hotel Ercilla SA. 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 Responsibilities Lead the customer service team: · Uses interpersonal and communication skills to lead, influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. · Fosters and builds mutual trust, respect and cooperation among team members. · Serves as a role model to demonstrate appropriate behaviours. · Supervises and directs employees. Manages all day-to-day operations. · Understands employees' positions sufficiently to perform their duties in their absence. · Establishes and maintains open and collaborative relationships with employees and ensures that employees do the same within the team. · Ensures recognition of employees in all areas of responsibility. · Communicates performance expectations in accordance with job descriptions and monitors progress. · Celebrates successes and publicly recognises the contributions of team members. Maintaining customer service and reception targets: · Achieves and exceeds targets, including performance targets, budget targets, team targets, etc · Manages daily operations, ensuring quality, standards and meeting customer expectations on a daily basis. · Develops specific objectives and plans to prioritise, organise and deliver their work. · Keeps the Front Office team focused on critical components of operations to drive guest satisfaction and desired financial results. · Leads department meetings and continually delivers a clear and consistent message on Front Office objectives to achieve desired results. · Reviews staffing levels to ensure financial, customer service objectives and operational needs are met. · Understands the impact of Front Office operations on the Rooms area and the overall financial objectives of the property. · Manages the controllable expenses of the department to meet or exceed budgeted targets. Ensuring exceptional customer service · Provides services that go beyond customer satisfaction and retention. · Improves service by communicating and helping people understand customer needs, providing guidance, feedback and individual training when necessary. · Supervises and directs employees. Manage all day-to-day operations. Understands employees' positions sufficiently to perform their duties in their absence. · Acts as a \