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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