Guest Experience Manager

hace 1 semana

Sant Adrià de Besòs, Barcelona, España Accor A tiempo completo

About the Role

We are seeking an experienced Guest Experience Manager to join our pre-opening team at a luxury hotel in Barcelona. As a key member of our leadership team, you will be responsible for directing the operations of the Guest Experience and Bell/Door department, ensuring that our guests receive exceptional service and have a memorable stay.

Key Responsibilities

  • Provide services that exceed customer expectations and drive retention.
  • Interact with guests regularly to obtain feedback on quality of product, service levels, and overall satisfaction.
  • Analyze customer feedback and reviews to continuously improve our ratings, scores, and metrics.
  • Provide information on hotel services and facilities to guests.
  • Work collaboratively with other departments to ensure excellent quality and service.
  • Perform other duties as assigned, including guest room tours, concierge services, and special guest requests.
  • Establish clear expectations and hold the guest experience team accountable for delivering exceptional service standards.
  • Facilitate the integration of new hires into the department through orientation programs and tailored training initiatives.

Requirements

  • Degree in Hospitality Management or related field.
  • At least 3 years of experience in hospitality, preferably in a similar role.
  • Proven track record of leading high-performing teams and driving business results.
  • Excellent communication and interpersonal skills, with the ability to work effectively with guests, colleagues, and other stakeholders.
  • Fluent in Spanish and English, with the ability to communicate effectively in both languages.

About Us

We are a global hospitality company with a portfolio of luxury brands, including SLS Hotels. Our mission is to deliver exceptional guest experiences and create memorable moments for our customers. We are committed to innovation, creativity, and excellence in everything we do.

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