DESTINATION TO by Raúl Soria

This day was focused on procedures applied after the guest’s stay, especially those related to customer satisfaction evaluation and loyalty strategies. Natalia explained how the hotel collects customer feedback through satisfaction surveys and online review platforms. These tools help the hotel identify strengths and detect possible areas for improvement in service delivery. The importance of maintaining long-term relationships with guests was emphasised through loyalty strategies such as personalised communication and special offers. The role of CRM systems in managing customer information and improving service personalisation was also presented. Understanding these procedures allowed observation of how hotels maintain quality standards and improve guest experience through continuous evaluation processes.  I also observed the service standards defined by the hotel group. Eurostars Grand Central During my stay in Munich, I also had the opportunity to explore the city and learn m...

This day the  focus was placed on the commercialisation of meeting rooms, events and complementary services offered by the hotel. Natalia and José Gabriel explained how the hotel manages requests for business meetings, conferences and professional events. The procedures for preparing commercial proposals were analysed, including the identification of customer needs and the adaptation of services accordingly. Different elements included in event contracts were presented, such as room rental conditions, catering services, audiovisual equipment and logistical organisation. The importance of coordination between departments was highlighted as a key factor in ensuring successful event execution. This session provided a broader understanding of the relevance of the MICE segment within the hospitality industry and its importance as a source of revenue diversification. The training experience allowed observation of real professional practices related to hotel commercialisation and even...

During the third day, different aspects related to hotel booking were analysed with José Gabriel, head of Booking Deparment, who explained how reservation management contributes to the hotel’s commercial strategy. The session focused on the use of digital tools for room distribution through different sales channels, including online travel agencies and direct booking systems. We were given a tour of the different tools used to manage bookings. Revenue management strategies were also explained, highlighting the importance of adapting prices according to demand, seasonality and market trends. The relevance of online reputation and customer reviews in influencing booking decisions was also analysed. This day provided valuable insight into how technology supports commercial decision-making processes in modern hotel management. Booking Department -with José Gabriel

On the second day, the focus was placed on the procedures carried out in the Front Office department. The observation of check-in and check-out processes allowed understanding how reservations are managed and how customer data is registered using hotel management software. The importance of communication skills in customer service was highlighted, especially in an international context where guests come from different cultural backgrounds. Different techniques used to solve customer requests and manage incidents were explained. Natalia  detailed explanations about the coordination between reception and other departments, emphasising the importance of teamwork in maintaining service quality standards. This experience made it possible to observe real operational processes related to  customer service procedures. Eurostars Grand Central It was a pleasure to meet Susanne, the hotel manager and talk about customer service and the importance of languages in the hotel industry.

During the first day, a general overview of the hotel was obtained through a guided visit to the main facilities. The different operational areas of the hotel were presented, allowing identification of the services offered and the quality standards applied in an international hospitality environment. The visit included reception, different room categories, restaurant services, meeting rooms and wellness facilities. This initial contact helped to understand how the hotel organises its services in order to provide a complete guest experience. The organisational structure of the company was explained, showing how the different departments are coordinated. Special attention was given to understanding the functional relationships between departments and the importance of teamwork in ensuring efficient service. Thank you Natalia, head of reception, whose professionalism and kindness created a very positive atmosphere.  Job Shadowing Eurostars Grand Central - Munich