Onpoint ★ 2.4

 Monitor the optimal implementation of the attributes, standards and manuals that apply in their department, as well as ensure compliance in other areas.
 Ensure the customer experience, personalizing their stay, anticipating their needs and exceeding their expectations.
 Supervise the correct use of the different customer experience management tools, as well as the Voice of the Customer results, ensuring compliance with the objectives set and supporting the supervision of improvement plans if necessary.
 Monitor the correct implementation of the digital experience of customers during their stay, according to the global strategy.
 Manage customer incidents, following the established protocols.
 Coordinate and supervise the optimal compliance of Hotel Sensory Architecture, in terms of lighting, decoration, aroma and background music, ensuring compliance in the different areas.
 Place material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal control of their department's inventories.
 Supervise the proper implementation of the Experience and/or Event Programme as applicable.
 Monitor compliance with the Entertainment programme as applicable.
 Supervise the Guest Service Line team (if applicable), ensuring they efficiently meet the standards and services established for the department to achieve ultimate customer satisfaction.
 Supervise the Guest Services / Concierge / Butler / Destination Concierge team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.