Customer Experience Manager
hace 15 horas
Company Overview
Barceló Group is a family-owned company with over 90 years of experience in the hospitality industry. With 270 hotels across 24 countries, we are committed to providing exceptional experiences for our guests and creating opportunities for our team members.
About the Role
We are seeking a Customer Experience Manager to join our team at Barceló Teguise Beach in Las Palmas, Spain. As a key member of our hotel's operations team, you will be responsible for ensuring that our guests have an unforgettable stay with us.
Key Responsibilities
- Satisfaction Survey: Conduct regular satisfaction surveys to gauge customer feedback and identify areas for improvement.
- Customer Interviews: Conduct in-depth interviews with customers to understand their needs and preferences.
- Problem-Solving: Investigate and resolve any issues that may arise during a customer's stay, ensuring their satisfaction and loyalty.
- Operational Tasks: Perform tasks related to the operational department, including interacting with staff, customers, and monitoring equipment.
- Complaint Handling: Identify and address potential complaints or concerns, working closely with relevant departments to resolve them.
- Hospitality Services: Promote additional services and products to customers, enhancing their overall experience.
- Budget Management: Manage budgets and resources effectively to achieve business objectives.
Requirements
To succeed in this role, you will need:
- Education**: A degree in Tourism or Marketing, with a focus on quality tourism.
- Experience**: At least 2 years of experience in customer service and quality assurance in the hospitality industry.
- Languages**: Fluency in English (C1 level), with other languages an asset.
- Skills**:
- Ofimática skills, hostelería knowledge, CRM software proficiency, and ISO certification.
- Organizational and planning abilities.
- Self-motivation, effective communication, analysis, and synthesis capabilities.
Estimated Salary: €40,000 - €60,000 per year, depending on experience and qualifications.
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