Job description
GEX - Guest Experience Director
Mission
The Aura Host meets the daily operations of the department, committing to achieving excellence in customer satisfaction.
What will you have to do?
OPERATIONS
• Comply with the attributes, standards and manuals that apply in their department, as well as ensure compliance in other areas.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Efficiently use the different customer experience management tools. Be aware of the Voice of the Customer results, complying with the defined improvement plans.
• Manage the guests’ digital experience, according to the global strategy.
• Manage customer incidents, following the established protocols.
• Comply with Sensory Architecture in the different areas of the hotel, in terms of lighting, decoration, aroma and background music.
• Verify material orders following the set product guidelines, for better optimisation of economic resources.
HEALTH & SAFETY// HEALTHY WORKPLACE
• Be knowledgeable of the hotel’s evacuation plan.
• Be knowledgeable of the personal protective equipment and use it correctly.
• Be knowledgeable of the methods, work procedures and risks inherent to their activity.
• Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.
What are we looking for?
EDUCATION AND TRAINING:
University degree, preferably Tourism or Hospitality, Marketing or similar.
LANGUAGES:
Local language (depending on the geographical location of the property) and advanced English. A third language would be an asset.
SPECIFIC KNOWLEDGE:
• Knowledge of brand strategies
• Knowledge of hotel management and/or Customer Experience tools.
• Financial knowledge.
• Knowledge of Hotel Operations.
• Ability to lead and inspire a team.
• Organisation and planning.
• Analytical capacity.
• Proactivity and Innovation.
• Excellent communication skills.
• High vocation for service.
• Problem-solver.
• Attention to detail.
EXPERIENCE:
• At least 1 year of experience in the Guest Experience department or other customer-facing department.
