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.