Guest Experience Manager

hace 22 horas

Ibiza, España Fivehotelsandresorts A tiempo completo
Guest Experience Manager - Destino Five Ibiza

Are You Ready for a Daring Challenge with The World’s Hottest Luxury Hotel Group? Disruptive by Design, FIVE Hotels and Resorts is Redefining ‘FIVE-Star’ Hospitality and Setting the Gold Standard across the Industry.

Join the FIVE Tribe - and Get Ready to Make Waves.

The Candidate

A Driven Self-Starter, you have Excellent Communication, Leadership and Organisational Skills. As an Astute Creative and Critical Thinker, you can Conceptualise and Implement Innovative Solutions in a Fast-Paced Environment. Not even the Smallest Detail Escapes Your Keen Eye and You Execute Tasks Proactively with Precision and Finesse. A ‘Can-Do’ Attitude Coupled with An Inherent Flair for Taking Ownership Makes You a Highly Motivated Go-Getter.

Your Outgoing and Approachable Nature enables you to Seamlessly Connect with other ‘FIVERs’ and key Stakeholders, ensuring that Their and Your Journey at FIVE is nothing short of Sensational. Joining our Front Office Team as a Guest Experience Manager will Empower you to deliver Exceptional Experiences across our award-winning Lifestyle Destinations. Jump on Board and Unlock your Potential in a Buzzing Environment that will take your Career to New Heights

What We’re Looking For

  • A proven track record of 1-2 years in a Luxury Hotel environment in a Guest Relations Manager role, delivering sensational Guest Experiences synonymous with FIVE's award-winning Service Quality.
  • Excellent communication and interpersonal skills, with Fluency in English and Spanish, leveraging strong verbal and written skills.
  • Must hold the Legal Right to work in Europe, including any required visas or work permits, in Full Compliance with local regulations.
  • Exceptional skills in Improving Customer Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
  • The ability to focus on Guests’ Needs, with a calm and courteous attitude that reflects the ‘Vibe at FIVE.’
  • Comprehensive knowledge of Guest Services, Hotel Amenities, Local Attractions, and the latest Industry Trends.
  • A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
  • Strong understanding of Industry Regulations is beneficial.
  • Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow ‘FIVERs.’
  • A professional, Insta-Worthy Appearance, always adhering to FIVE’s Grooming Standards and maintaining a polished, ‘FIVE-Styled’ demeanour.
  • A hands-on attitude, fuelled by a ‘Can-Do’ Spirit.

Key Responsibilities

  • Greets and escorts VIPs upon Arrival and Departure, ensuring arrangements are Meticulously planned and Flawlessly executed to reflect ‘FIVE-Styled’ hospitality.
  • Verifies and completes Credit and Payment processes for all Guests at check-in, maintaining Precise and Regulated financial control.
  • Keeps the Front Office Manager updated on Critical Matters, fostering Operational Excellence and Seamless Communication.
  • Coordinates closely with other Departmental Leaders to provide comprehensive Support where required, ensuring Cohesive operations.
  • Prepares detailed Work Schedules for the Guest Relations Team, optimising resources and enhancing Team Efficiency.
  • Coaches, counsels, and inspires the FIVE Tribe with Constructive Feedback, conducting regular Performance Appraisals to drive success.
  • Enforces all safety protocols, emergency procedures, and fire prevention regulations, taking Proactive Corrective Actions when necessary.
  • Acts as a trusted Source of Information and assistance for all Guests, ensuring every interaction reflects ‘FIVE-Styled’ excellence.
  • Supervises suite allocations and oversees the Seamless handling of Group Arrivals and Departures to ensure a Premium guest experience.
  • Resolves outstanding Front Office operational issues Promptly and Effectively, guaranteeing a Smooth and Efficient operation.
  • Monitors and addresses Guest feedback with Urgency and Precision, consistently elevating Service Standards.
  • Represents the Front Office at daily Rooms Division briefings and Leadership Team meetings in the absence of the Front Office Manager.
  • Acts as Duty Manager during scheduled shifts, demonstrating Leadership and maintaining the ‘Vibe at FIVE’ throughout.
  • Possesses in-depth knowledge of FIVE, including all Departments, Services, and Venues, to serve as a comprehensive resource for Guests.
  • Delivers ‘FIVE-Styled’ service that consistently Exceeds the expectations of even the most discerning Guests.
  • Implements and upholds Rigorous Security and Confidentiality Protocols when handling guest information and requests.
  • Conducts regular Training Sessions for the Guest Services Calling Team, ensuring strict adherence to Service Standards and staying informed of the Latest industry trends.

The Team

‘FIVERs’ are Cultured yet Chic, Confident yet Self-Effacing, and Work Hard to Play even Harder. As a FIVE Tribe Member, you'll Personify the distinct ‘Vibe at FIVE’ and apply it to create Insta-Perfect Experiences for our Guests that keeps them Coming Back for More. If you Dream of being surrounded by Like-Minded Individuals who share your Passion for Delivering Unforgettable Moments that last a Lifetime – then Look No Further and Unleash your Next-Level Potential.

An Equal Opportunity Employer

The FIVE Tribe represents over 80 nationalities across its over 2000 ‘FIVERs.’ FIVE does not discriminate and is Committed to Hiring a Diverse and Inclusive Workforce as an Equal-Opportunity Employer. Ranked regularly in the Top 10 on the Great Workplaces in the UAE list of Large Organisations, the FIVE Tribe is more than a group of people working together – it is a Family bonded by common Values and Goals, Celebrating People, Culture and Diversity.

About FIVE Hotels and Resorts

FIVE Hotels and Resorts prides itself on being Disruptively Different and Daringly Unique. Our Growing Portfolio of Lavish Destinations in the Middle East and Europe are the epitome of Glamour and Experiential Luxury, offering boundary-breaking Experiences at FIVE’s award-winning Hotels, Dining Concepts, and Immersive Nightlife Venues. As part of the Accomplished FIVE Tribe, you will be part of a group of High Achievers who Fearlessly Challenge Conventions on a Global Stage.

Find out more here: fivehotelsandresorts.com

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