Descripción del empleo
GEX - Gerente de Experiencia del Cliente
Job mission:
As Guest Experience Manager, you will be the brand ambassador of the hotel, ensuring outstanding guest experiences at every touchpoint. Your mission is to personalise each stay, anticipate guest needs, lead the Guest Service Line team, and drive service excellence while supporting the hotel’s financial and operational objectives.
Your responsibilities:
Act as the hotel’s brand ambassador, ensuring full implementation of brand standards and service excellence.
Deliver personalised guest experiences by anticipating needs and exceeding expectations at every touchpoint.
Lead, manage, and motivate the Guest Service Line team to consistently achieve outstanding service levels.
Handle and resolve guest incidents in line with established procedures and brand guidelines.
Drive innovation by developing and implementing new guest experiences and service initiatives.
Monitor and manage the departmental budget, identifying variances and implementing corrective actions.
Support the achievement of departmental and overall hotel financial targets.
Identify, develop, and retain high-potential talent within the team through effective leadership and coaching.
Oversee rota planning, attendance, and absence management to ensure optimal staffing levels.
Ensure full compliance with Health & Safety standards and procedures at all times.
What are we looking for:
Experience: Minimum 2 years’ management experience in a Guest Experience or similar function.
Strong knowledge of hotel operations and brand standards.
Experience using hotel management systems and guest experience tools.
Confident and inspiring leadership style with excellent communication skills.
Highly organised with strong planning and prioritisation abilities.
Education: University degree in Tourism, Hospitality, Marketing, or similar (preferred).
Languages: Fluency in English; additional languages are a plus.
