Job Mission:
The Aura Coordinator meets the daily operations of the department, committing to achieving excellence in customer satisfaction.
What will I be doing?
- Assist with the organization and hosting of cultural events, creative exhibition and fashion shows.
- Be up to date with the current trends, styles and luxury fashion and music.
- Assist the Aura Manager and Marketing Manager with any events in-house.
- Comply with the attributes, standards and manuals that apply in the Aura department, as well as ensure compliance in other areas.
- Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
- Efficiently use the different customer experience management tools.
- Manage the guests’ digital experience, according to the global strategy.
- Manage customer incidents, following the established protocols.
- Comply with Sensory Architecture in the different areas of the hotel, in terms of lighting, decoration, aroma and background music.
- Verify material orders following the set product guidelines, for better optimisation of economic resources.
- Respond appropriately to guest complaints.
- Make appropriate service recovery gestures in order to ensure total guest satisfaction.
- Perform other duties as assigned.
- Perform check in and check out tasks when required.
- Perform Courtesy calls to guests prior to arrival, during the guest stay, and after departure if required.
- Manage Online and Phone reservations.
- Assist guests with touristic information, transportation requests, and restaurant bookings.
- Assist other departments with the delivery of room amenities and gifts if necessary.
- Inspect rooms from a housekeeping perspective if necessary.
- Manage cash and credit card payments.
- Activate room keys using electronic key machine and reissue new room keys to guests as necessary by verifying guest identity and using electronic key machine.
- Assign room according to guest request and preferences whenever possible.
- Accommodate requests for room changes when possible.
- File guest paperwork or documentation.
- Sell a room/accommodation to guests without reservations based on availability. Confirm reservations and cancellations.
- Provide luggage assistance upon arrival and departure.
- Escort guests and clients to rooms or other hotel facilities.
What are we looking for?
- Candidate must be available to work various shifts including mornings, evenings, nights, weekends and/or holidays.
- Must be fluent in English; other languages are preferred.
- 1-year experience in a fast environment in the same or similar position in a hotel/resort.
- Passionate for Hospitality and with a strong attitude to interpersonal relationships
