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GEX - Gerente de Experiência do Cliente
GUEST EXPERIENCE MANAGER
MISSION: the Guest Experience Manager is the head of the department in the hotel, ensuring compliance with product, service and image standards, for the maximum satisfaction of customers, always offering unique and personalised experiences and committing to achieve excellence in customer satisfaction and optimisation of economic and human resources under their responsibility.
Your Tasks:
• To be the brand ambassador in the hotel, ensuring optimal implementation of the attributes, standards and manuals that apply in their department, as well as ensuring compliance in the rest of the areas, defining improvement plans if necessary.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Implementing the different customer experience management tools, as well as monitoring and analysing the results of the Voice of the Customer, ensuring compliance with the goals set and defining improvement plans if necessary.
• Define and implement the guests’ digital experience, according to the global strategy.
• Manage customer incidents, following the established protocols.
• Adapt the standards subject to the local customisation of the product.
• Support negotiations with external suppliers, following the product guidelines set.
• Define, develop and implement the hotel's Sensory Architecture strategy, in terms of lighting, decoration, aroma and piped music, ensuring compliance in different areas.
• Approve material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal
• control of their department’s inventories.
• Define and implement the strategy of the Experience and / or Event Programme as applicable.
• Define, implement and manage the Entertainment programme strategy if applicable.
• Manage and supervise the Guest Service Line team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.
• Manage and supervise the Guest Services / Concierge / Butler and Destination Concierge team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.
• Search and analyse information on the competitors to maintain the hotel positioning.
• Research and develop innovative experiences and services that keep the hotel at the forefront.
• Manage the hotel's seasonal closure and reopening processes.
• Coordinate, implement and analyse the pilots that are determined in their area.
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What are we looking for:
University degree, preferably Tourism or Hospitality, or similar.
Language Skills advanced English.
• Development of management tools and processes, as well as improvement of KPIs.
• Knowledge of brand strategies
• Knowledge of hotel management and/or Customer Experience tools.
• Financial knowledge.
• Knowledge of Hotel Operations.
• Ability to lead and inspire a team.
• Organisation and planning.
• Analytical capacity.
• Proactivity and Innovation.
• Excellent communication skills.
• High vocation for service.
• Problem-solver.
• Attention to detail.
• Knowledge of hotel operations.
• Excellent communication skills
• Problem-solving skills.
External: 3 years in a similar position in the hospitality industry. Internal: At least 2 years’ experience in the Guest Experience department in a manager role.
