Marriott Careers

Lead Navigator

Barcelona, Spain
Rooms and Guest Services Operations


Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date May 17, 2018
Job Number 18001EZZ
Job Category Rooms and Guest Services Operations
Location Renaissance Barcelona Hotel, Barcelona, Barcelona VIEW ON MAP
Brand Renaissance Hotels
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask "why" when given an explanation. Today, you bring your personal style to every experience. You live life to discover. You are passionate about your neighborhood, always looking to explore the places one wouldn’t find in a travel guide. If this sounds like you, you’re in the right place. You’ve got authentic style, natural curiosity and a warm way with people. Renaissance is not just a place to spend the night, it's a place to discover, a place in the world with style like yours. That’s why we’re not just looking for anyone. We’re looking for someone like you.

JOB SUMMARY

As a Navigator expert, you will be in charge of making guest experiences full of discoveries. Our guest wants to live less ordinary, and extraordinary experiences have to be found even in the most ordinary of places.

As Lead Navigator, you will supervise the Navigator team and ensure there is a smooth operation in all Front of House areas.

Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Your creativity will be on stage as you will be responsible of creating the monthly navigator in cooperation with the front office and Navigator team. Promote the Navigator service to guests and ambassadors of the hotel in order to make sure every associate has the Navigator touch. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. You will work closely with the Marketing team, attend webinars and be on the know of local, curious and unique experiences Our Navigators celebrate the culture, ideas, people and talents of their neighborhood and provide their personal recommendations on what to see and do in their “ back yard”.


CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; no prior work experience required


CORE WORK ACTIVITIES

Greet/Escort Guests

Supply guests/residents with directions and information regarding property

amenities, services, and hours of operation, and local areas of interest and activities.

Guest Services

Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, and Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

Arrange transportation (e.g., taxicab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.

VIP/Concierge Services

Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

 Respond to special requests from guests/residents with unique needs.

Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.

Collect information and create with help of the front office team the monthly navigator.

Promote the Navigator to all Guests and Ambassadors of the hotel.


Additional Responsibilities

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluates results to choose the best solution and solve problems.

• Informs and/or updates the executives and the peers on relevant information in a timely manner.

• Participates in departmental meetings and continually communicates a clear and consistent message.

 

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.