Descrição da vaga
GEX - Gerente de Experiência do Cliente
We are looking for Guest Experience Manager - Melia Chongqing (China) Mission:The Guest Experience Manager need to assist the Hotel General Manager and
ensuring compliance with product, service and image standards, for the maximum satisfaction
of customers, always offering unique and personalized experiences and committing to achieve
excellence in customer satisfaction and optimization of economic and human resources under
their responsibility What will I have to do?
- To be the brand ambassador in the hotel, ensuring optimal implementation of the
attributes, standards and manuals that apply in hotel, defining improvement plans if
necessary.
- Assist the GM to ensure the customer experience, personalizing their stay, anticipating
their needs and exceeding their expectations.
- Collaborate with the Hotel Recreation Department to develop and implement
entertainment programs that enhance the guest experience, while continuously
innovating and expanding offerings.
- Implementing the different customer experience management tools, as well as
monitoring and analyzing the results of the Voice of the Customer, ensuring
compliance with the goals set and defining improvement plans if necessary.
- Proficient in reading and analyzing data from guest satisfaction surveys (such as Ctrip)
and guest history records to identify service trends, systemic issues, and improvement
opportunities, while using data to support improvement recommendations.
- Has an in-depth understanding of the operational processes of key hotel departments
such as Front Office, Housekeeping, Food and Beverage, and Sales. Capable of
conveying excellent service concepts and case studies to frontline staff through
training, thereby enhancing the entire team's service awareness and problem-solving
skills.
- Familiarize with and understand the group's standards and procedures, and ensure the
effective implementation of established standards and services across all departments- Help enhance the Spanish cultural ambiance in the hotel and improve the guests'
experience of the Spanish lifestyle.
- Research and develop innovative experiences and services that keep the hotel at the
forefront. What are we looking for?
- University degree, preferably Tourism or Hospitality, Marketing or similar.
- 3 years in a similar position in the hospitality industry. At least 2 years’ experience in
the Guest Experience department in a Manager role
- Fluent in English, with a background/knowledge of Spanish culture.
- Proficiency in Chinese is preferred, coupled with a certain understanding of Chinese
culture and enthusiasm.
