Guest Experience Manager (m/w) - be the Champion of Exceptional Hospitality
Hoteljob
Veröffentlicht:
20 August 2024Pensum:
100%- Arbeitsort:St. Moritz
WHO WE NEED
As a Guest Experience Manager, you will be responsible for ensuring that our guests have a positive and memorable experience. We need someone with excellent interpersonal and communication skills, a strong understanding of customer service principles, and the ability to handle and resolve conflicts effectively. You should have a background in hospitality or a related field, experience managing teams, and a knack for anticipating and addressing guest needs. Being detail-oriented, empathetic, and capable of fostering a welcoming and engaging atmosphere is essential to enhance guest satisfaction and loyalty.
YOUR +sides
- Your smile is infectious and you treat people as if they were your best friends
- You go the extra mile to make the best first and last impression
- You are a team player and enjoy helping others
- You have a strong interest in hospitality and you are eager to learn
- You can multi-task and work in a fast-paced environment
- You lead with example and pride
- You love to try new things and go a different path
- You like to push your comfort zone to the edge
- Guests always come first to you
WHAT WILL YOU DO?
- Greet and welcome guests, ensuring a warm and friendly atmosphere.
- Oversee the holistic Guest Experience Team, consisting of around 15-20 Experience Ambassadors:
- Concierge Specialist
- Bellstaff
- Guest Relations Specialist
- Butler/In-room Dining Specialist
- Host/Hostess Restaurants Specialist
- Report to the Front of House Manager
- Address and resolve guest complaints and issues promptly and professionally.
- Monitor guest feedback and implement improvements based on their suggestions.
- Train and supervise staff to deliver exceptional customer service.
- Coordinate with other departments to ensure seamless guest experiences.
- Plan and execute special events and activities to enhance guest enjoyment.
- Maintain up-to-date knowledge of hotel services, amenities, and local attractions.
- Manage guest loyalty programs and encourage repeat visits.
- Develop and implement strategies to improve overall guest satisfaction and loyalty.
WHAT'S IN FOR YOU AT GRACE?
- Become a pioneer for the first hotel opening to happen in 100 years in St. Moritz in this segment
- Fun, collaborative and caring environment where people are put first
- Grace House for talents
- Hands-on learning and training opportunities
- F&B discounts & sporting activities free of charge
- Cool uniform from an international luxury clothing brand
- If needed state-of-the-art accommodation
- And much, much more…