Hotel Guest Experience Manager

hace 2 días


Palma, Baleares, España Four Seasons A tiempo completo

**About Four Seasons**

Four Seasons is a world-renowned luxury hospitality company driven by our people. We strive to create exceptional experiences for our guests, residents, and partners through a commitment to luxury with genuine heart.

Our team members around the world are passionate about delivering outstanding service, and we believe that the best way to enable them to do so is through a world-class employee experience and company culture.

We value recognizing familiar faces, welcoming new ones, and treating everyone we meet with kindness and respect. Whether you work with us, stay with us, live with us, or discover with us, we aim to create lasting impressions that will stay with you for a lifetime.

**About the Location**

The Four Seasons Resort Mallorca is situated on the stunning Formentor Peninsula, offering breathtaking views of the Mediterranean and surrounding landscapes. This historic property, originally opened in 1929, is currently undergoing restoration and renovation and is scheduled to open its doors as a Four Seasons resort in June 2024.

**Job Summary**

We are seeking a highly skilled Hotel Guest Experience Manager to oversee and coordinate the daily operations of our concierge team, ensuring high-quality guest service. The successful candidate will provide personalized guest services, including reservations, recommendations, and information about local attractions.

The ideal candidate will have:

  • Exceptional customer service skills, with a strong ability to lead and inspire the team to anticipate and fulfill guest needs with a friendly and welcoming demeanor.
  • Extensive knowledge of the local area, including attractions, restaurants, entertainment, and events, to provide guests with valuable recommendations.
  • Excellent communication skills, proficient in both verbal and written communication, ensuring clear and effective interactions with guests, staff, and external partners.

**Key Responsibilities**

• Oversee and coordinate the daily operations of the concierge team, ensuring high-quality guest service.

• Provide personalized guest services, including reservations, recommendations, and information about local attractions.

• Assist guests with transportation arrangements, event bookings, and special requests.

• Maintain up-to-date knowledge of the property, amenities, and surrounding areas to offer accurate information.

• Handle guest inquiries and complaints promptly, ensuring a positive experience.

• Collaborate with other departments to fulfill guest needs and enhance overall satisfaction.

• Train, mentor, and evaluate concierge staff, promoting a culture of excellence in service.

• Implement and enforce policies and procedures to maintain service standards and guest satisfaction.

• Manage staffing schedules to ensure adequate coverage during peak times.

• Act as the primary point of contact for concierge staff in the absence of the Concierge Manager, making decisions and resolving issues as needed.

**Salary Range:** €50,000 - €70,000 per annum, depending on experience and qualifications.



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