Guest Experience Manager

hace 3 semanas

Barcelona, España SLS A tiempo completo
Job Description

What you’ll do

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.
  • Establishes clear expectations and holds the guest experience team accountable for exemplifying desired service standards.
  • Facilitates the integration of new hires into the department through orientation programs and tailored training initiatives to enable successful job performance.

Qualifications

What we are looking for...

  • Degree with emphasis in Hospitality management.
  • +3 years experience in hospitality within hotels in a similar role.
  • Proven team leader with a high level of energy and motivation with a proven track record of living the company's values.
  • Proficient knowledge of computer systems such as: Microsoft Word, Excel & Outlook is required
  • Ability to multitask, work in a fast-paced environment and have a high level attention to detail
  • Excellent verbal and written communication skills. Fluent in Spanish and English.
  • You make people feel good - your team, guests and colleagues alike.  You make a positive impact.
  • You’re a strong team leader, a natural at managing and inspiring others in a way that gets the best out of them.
  • You are an excellent relationship builder, confident in working with other teams and leaders; you’re passionate about what we can achieve together.
  • You take ownership of important issues, solve problems, and make effective decisions.
  • You learn quickly and adapt to SLS’s unique culture.
  • You are humble and open to ideas. We leave our ego at the door and help get things done.
  • You’re up for doing things differently and trying (almost) everything once.
  • You want to be part of a team that works hard, supports each other and has fun along the way.


Additional Information

What's in it for you...

  • The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
  • The chance to challenge the norm and work in an environment that is both creative and rewarding.
  • Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
  • A competitive package and plenty of opportunity for development.
  • Excellent discounts across the entire Ennismore family of brands.

SLS is part of Ennismore, a creative hospitality company rooted in culture and community, with a global collection of entrepreneurial and founder-built brands with purpose at their heart. Ennismore is a joint- venture with Accor, formed in 2021.

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