IGAP

OPERATIONS

 Comply with the customer service strategy, efficiently managing all guest requests and committing to achieve total guest satisfaction.

 Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.

 Inform and offer customers services and products according to their preferences, both in the hotel and in the destination, applying upselling and cross-selling techniques to optimise the hotel's extra revenues.

 Manage customer incidents, following the established protocols.

 Comply with the attributes, standards and manuals applicable to their department.

 Efficiently use the different customer experience management tools. Be aware of the Voice of the Customer results, complying with the defined improvement plans.

 Comply with the Sensory Architecture defined for their area.

 Verify material orders following the set product guidelines, for better optimisation of economic resources.

HEALTH & SAFETY/ HEALTHY WORKPLACE

 Be knowledgeable of the hotel’s evacuation plan.

 Be knowledgeable of the personal protective equipment and use it correctly.

 Be knowledgeable of the methods, work procedures and risks inherent to their activity.

 Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.