Descripción del empleo
GEX - Gerente de Experiencia del Cliente
MISSION: The Assistant Guest Experience Manager supports the department Manager in the development and implementation of the departmental strategy established in the hotel, committing to achieve excellence in customer satisfaction and the optimisation of economic and human resources under their responsibility.
What will I be doing?
• Support the Head of Department in implementing standards, procedures and brand attributes.
• Deliver a personalised guest experience, anticipating needs and managing incidents.
• Use Customer Experience tools, analyse feedback and contribute to improvement plans.
• Support the digital guest journey and local adaptation of standards.
• Coordinate with external suppliers and contribute to Sensory Architecture elements (lighting, aroma, music, décor).
• Monitor inventories, optimize orders and assist with departmental budget control.
• Support Experience, Events and Entertainment programmes, as well as Guest Services/Concierge teams (if applicable).
• Analyse competitor trends and help develop innovative experiences.
• Assist with seasonal opening/closing processes and ensure Health & Safety compliance.
What are we looking for?
• Languages: Fluent in Italian and English; a third language is a plus.
• Education: Degree in Tourism, Hospitality, Marketing or similar.
• Experience: At least 2 years of experience in the hospitality industry, preferably in customer-facing or Guest Experience roles.
• Skills:
• Knowledge of hotel operations, brand strategy and Customer Experience tools.
• Strong communication, organization, analytical and problem-solving skills.
• Proactive, innovative, service-oriented and detail-focused.
• Team player with leadership potential.
