Guest Experience Manager - Brand-new 5* Hotel

Job Description

Gran Marbella Resort is where refined pleasures meet the slow pace of Andalusian life, offering an experience of understated luxury, one that whispers rather than shouts. Time slows down intentionally, allowing deep connections with the region’s rich heritage.

Nestled along the serene shores of Playa del Real de Zaragoza, one of Marbella’s most tranquil beaches, Gran Marbella Resort & Beach Club provides an unparalleled retreat. The resort features 125 rooms, 10 exclusive suites, six pools and three meeting rooms.

Guests enjoy exceptional culinary offerings at the resort’s main restaurant and three bars, as well as the iconic Amù Beach Club with its infinity pool and seafront dining. The exclusive Spa and Fitness Centre provide wellness and relaxation with panoramic sea views, making Gran Marbella Resort a true sanctuary of luxury and authenticity.

We are looking for a Guest Experience Manage who will lead the guest journey with a 360º approach, ensuring every touchpoint is exceptional, personalized, and discreet. Your role will be to elevate the VIP experience, anticipate every need, and manage a team that embodies our vision of refined, emotional, and unforgettable service.

Responsibilities

Design, coordinate, and oversee the entire VIP guest journey, from pre-arrival to post-stay, ensuring flawless and tailored service.
Lead the Guest Experience & Concierge team, fostering ongoing training, motivation, and adherence to the highest service standards.
Build and maintain strategic relationships with high-end partners (Michelin-star restaurants, private clubs, luxury transportation, exclusive shopping, etc.).
Supervise and ensure compliance with all internal VIP protocols and develop new procedures to continuously improve service quality.
Ensure ultra-personalized attention to VIP guests, celebrities, and high-net-worth individuals, maintaining privacy, security, and confidentiality at all times.
Collaborate closely with Front Office, Housekeeping, F&B, Spa, Maintenance, Security, and General Management to deliver a seamless guest experience.
Design welcome programs, VIP amenities, special celebrations, and tailor-made experiences that exceed guest expectations.
Oversee the handling of reservations, VIP check-ins and check-outs, and coordinate guest requests before, during, and after their stay.
Analyze and manage guest feedback, post-stay surveys, and online reviews, implementing corrective actions and service enhancements.
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