Guest Experiencie Manager

buscojobs España; Madrid; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading hotel brand seeks an experienced Guest Experience Manager for its new location in Barcelona. The role involves ensuring exceptional guest experiences, leading a dedicated team, and fostering a culture of service excellence. Ideal candidates will have a degree in Hospitality and significant experience in a similar role, ready to make a positive impact in a dynamic environment.

Servicios

Competitive package

Opportunities for development

Discounts across Ennismore brands

Formación

• 3 years experience in hospitality within hotels in a similar role.
• Fluent in Spanish and English.
• Proven team leader with a high level of energy and motivation.

Responsabilidades

• Direct the operations of the Guest Experience and Bell / Door department.
• Analyze customer feedback to improve service quality.
• Facilitate the integration of new hires into the department.

Conocimientos

Customer satisfaction

Team leadership

Multitasking

Communication

Problem-solving

Educación

Degree in Hospitality management

Herramientas

Microsoft Word

Microsoft Excel

Microsoft Outlook

Descripción del empleo

SLS Barcelona, a five-star urban resort of extraordinary experiences, brings a new variety of seaside glamour, indulgence and excellence to Barcelona’s waterfront district of Port Forum. Here the hallmarks of an SLS wonderland – playful ambiance, VIP treatment, and theatrical experiences - meet idyllic views to set a lavish stage for the extraordinary to unfold. The only 5-star hotel in the city to feature a terrace off every guestroom (471 in total), SLS Barcelona is all-encompassing in its delight, offering an array of exclusive amenities including rooftop dining and bars, three inviting swimming pools, a spacious 800 square-meter ballroom with abundant natural light, break out rooms catering to all size of meetings, a rejuvenating spa, and a state-of-the-art fitness centre. Say farewell to the ordinary, and hello to the extraordinary!

What you’ll do

We are looking for an experienced Guest Experience Manager to join the pre-opening team at SLS Barcelona. Under the guidance of the Director of Rooms, the Guest Experience Manager directs the operations of the Guest Experience and Bell / Door department. The Guest Experience Manager assures the guest experience is true to the SLS brand by fostering a team culture in which its members feel empowered to make decisions and take responsibility for their workload and professional development.

• Provide services that are above and beyond for customer satisfaction and retention. Accommodate general and unique requests.
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Analyze customer feedback and reviews to continuously improve overall rating, scores and metrics.
• Provide information on hotel services and facilities.
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests and needs, etc.
• Establish clear expectations and hold the guest experience team accountable for exemplifying desired service standards.
• Facilitate the integration of new hires into the department through orientation programs and tailored training initiatives to enable successful job performance.

What we are looking for...

• Degree with emphasis in Hospitality management.
• 3 years experience in hospitality within hotels in a similar role.
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values.
• Proficient knowledge of computer systems such as Microsoft Word, Excel & Outlook is required.
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail.
• Excellent verbal and written communication skills. Fluent in Spanish and English.
• You make people feel good - your team, guests and colleagues alike. You make a positive impact.
• You are a strong team leader, a natural at managing and inspiring others in a way that gets the best out of them.
• You are an excellent relationship builder, confident in working with other teams and leaders; you’re passionate about what we can achieve together.
• You take ownership of important issues, solve problems, and make effective decisions.
• You learn quickly and adapt to SLS’s unique culture.
• You are humble and open to ideas. We leave our ego at the door and help get things done.
• You are up for doing things differently and trying (almost) everything once.
• You want to be part of a team that works hard, supports each other and has fun along the way.

What's in it for you...

• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
• A competitive package and plenty of opportunity for development.
• Excellent discounts across the entire Ennismore family of brands.

SLS is part of Ennismore, a creative hospitality company rooted in culture and community, with a global collection of entrepreneurial and founder-built brands with purpose at their heart. Ennismore is a joint-venture with Accor, formed in 2021.

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