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Guest Experience Manager
hace 4 meses
We are looking for an experienced Guest Experience Manager to join the pre-opening team at SLS Barcelona.
Under the guidance of the Director of Rooms, the Guest Experience Manager directs the operations of the Guest Experience and Bell/Door department.
The Guest Experience Manager assures the guest experience is true to the SLS brand by fostering a team culture in which its members feel empowered to make decisions and take responsibility for their workload and professional development.
- Provide services that are above and beyond for customer satisfaction and retention. Accommodate general and unique requests.
- Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Analyze customer feedback and reviews to continuously improve overall rating, scores and metrics.
- Provide information on hotel services and facilities.
- Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
- Perform other duties as assigned including guest room tours, concierge services, special guest requests and needs, etc.
- Establish clear expectations and holds the guest experience team accountable for exemplifying desired service standards.
- Facilitate the integration of new hires into the department through orientation programs and tailored training initiatives to enable successful job performance.
