Eric Vökel Boutique Apartments - Barcelona, Spain
April 2018 -
Now · 1 year and 10 months
As a Service Director I am managing this new Department within the 7 properties of the company, with 25 employees divided in 4 countries (Barcelona, Madrid, Amsterdam and Hamburg).Supervising all the Front Desks Operations from the HQ office, I have been creating new Projects for the company and involved in new building opening as:
- New Hamburg building opening
- A new Operations and Quality Manual for the company
- Creating the Service Audit to ensure that all procedures into the Operations and Quality Manual are achieved
- Eric Vökel Concierge app
- Designing a new Uniforms & Name Tag line for the employees
- VIP and special guests treatments and amenties
- Online reputation (+9 score at Booking.com in all buildings)
- To create a new ‘Paperless’ Project for the company
- To create a new phone plan for all buildings in order to optimize internal and external guest calls.
- HHRR: A new HHRR Manual for Operations Department with new selection criteria, interviews, Welcome Manual and onboarding training for the employees.