Guest Experience Manager - Dreams Madeira Resort Spa & Marina

Job Description

We are looking for a Guest Experience Manager to join our 5 star hotel in an international group, located on the stunning Madeira Island!



What we need:


-Passion for hospitality and proven experience of at least 2 years in a similar role

-Customer-orientated attitude and in-depth knowledge of customer service

-Outstanding guest relation skills

-Careful presentation

-Proactive, with a sense of initiative and teamwork

-Sense of responsibility and autonomy

-Flexible working hours

-Excellent communication and people skills

-Proficiency in speaking and writing in Portuguese & English, basic German, French is a plus

-Solid knowledge of MS Office, especially Excel and Word



Responsibilities:



-Be part of the opening team and guarantee a smooth and well organized operation

-Build meaningful connections and maintain strong relationships with guests

-Proactively seek opportunities to enhance their experience during their stay

-Identifying, creating and developing emotional and outstanding experiences and touchpoints during the customer journey

-Solve customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism

-Develop and maintain relationships with VIP guests and Special Attention guests, recognizing their preferences and ensuring extra attention and special treatment for this group of guests

-Run the entire Guest Experience department, including guest relation and concierge service

-Identify talents, lead, train and built teamspirit among all the departments

-Monitor the quality and financial KPIs

-Address guests’ service needs and dealing with specific customer requests

-Develop and maintain positive working relationships with others departments and colleagues



What we offer:

-monthly salary above average

-Meal allowance

-Free parking space

-If applicable, accommodation provided

-Professional and personal growth

-Dynamic and collaborative work place

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