Guest Experience

Aethos; Peguera; Presencial; EUR 10.000 - 30.000; Jornada completa

Descripción de la vacante

An established industry player in hospitality is seeking a Guest Experience team member to enhance guest satisfaction and service quality. This role involves greeting guests, providing information about hotel amenities, and creating memorable experiences. The ideal candidate will possess excellent communication and customer service skills, with a proactive approach to addressing guest needs. Join a dynamic team that values community and sustainability while delivering exceptional service in a beautiful resort setting. If you are passionate about hospitality and eager to make a difference, this opportunity is perfect for you.

Formación

• Proven experience in a customer-facing role in a premium hospitality venue.
• Understanding of hotel management best practices and relevant laws.

Responsabilidades

• Greet guests and provide excellent customer service throughout their stay.
• Support the hotel in driving a guest-centric culture and exceeding expectations.
• Manage guest conflicts and ensure a safe and friendly environment.

Conocimientos

Customer Service

Communication Skills

Problem Solving

Team Collaboration

Flexibility

Proactive Approach

Educación

Qualifications in Hospitality Management

Experience in Customer-Facing Role

Herramientas

Hotel Management Software (MEWS, Revinate, WAY)

Descripción del empleo

Who We Are:

Extraordinary places, passionate people, and shared learning experiences: this is Aethos. We believe that traveling and hospitality should leave a lasting positive impact on the mind, body, and soul. That's the reason why we choose our locations very carefully and work together with people who want to be part of a community instead of just ”having a job”. Everyone who works at Aethos can make a personal impact on the community and company - great ideas can come from anywhere. We are a young and dynamic hospitality company that understands the value of time with friends and loved ones. We make a conscious choice towards sustainability and wellbeing, and the luxury of time and space. We stand for freedom from the stresses and anxieties of modern life. We want to be the first choice for anyone who seeks respite and refuge from the boring, the stressful, and the unsustainable. That‘s why we define hospitality differently: while all of our decisions should be made with the community and needs of our guests in mind, we always thrive to create a community that we want to be part of and that improves the world around us. We invite you to be part of our story.

Our Hotels and Clubs:

Aethos currently operates six properties and with more openings coming in 2025. The hotels in its portfolio currently include Aethos Milan, Aethos Monterosa (located in the Italian Alps), Aethos Saragano (in Umbria), Aethos Sardinia, Aethos Corsica, and Aethos Ericeira (north of Lisbon). Coming in 2025, Aethos Mallorca (June 2025) and Aethos Madrid (2026). The portfolio consists of a mix of urban and leisure destinations, all aimed at providing an exceptional guest experience. Aethos has also recently opened its first members club in Milan, marking the beginning of its global network of members clubs. Aethos aims to create a collection of properties that will serve as clusters for its members and guests to enjoy. These clusters will comprise a city destination and a countryside or seaside destination within driving distance, offering a diverse range of experiences. The first of these clusters is located in Milan and Monterosa, and the next cluster will be in Lisbon and Ericeira.

Job Overview

Aethos is a reputable company in the hospitality industry, committed to providing exceptional services to our customers. As part of our continued growth and success, we are seeking a Guest Experience team member. As the main point of contact for guests throughout their stay, the Guest Experience team member supports the Director of FO in leading the hotel in the pursuit of consistently exceptional service and anticipating guests' needs. The primary responsibility of the Guest Experience team member is to greet incoming guests, provide excellent customer service, and create a safe and friendly environment for the guests.

KEY RESPONSIBILITIES

• Supports the hotel in driving a guest-centric culture by creating awareness and understanding among all colleagues of the importance of the guest experience.
• Greets guests, visitors, and others with business at the hotel.
• Assists guests regarding hotel facilities in an informative and helpful manner.
• Screens would-be entrants into the building.
• Responds to guest enquiries about hotel amenities, restaurants, and entertainment.
• Seeks every opportunity to interact with our guests, ensuring the expectations of their visit are exceeded and their experience is unique and memorable.
• Regularly interacts with guests soliciting comments and feedback to determine their satisfaction with our services and facilities.
• Roams the Resort focusing on specific hotspots to assist traffic flow and directs guests to areas such as restaurants, spa, gym, etc.
• Responds to situations as they arise and manages guest conflict.
• Develops and cultivates relationships within the local community which would enhance the Hotel’s ability to provide unique and compelling guest experiences.
• Provides suggestions for increasing revenue generation or for creating new revenue generation streams.
• Demonstrates a positive presence by being alert and aware of guests, presenting themselves to the highest standard, demonstrating being approachable to other staff and guests.
• Uses telephones, computers, and other technology as required to aid carrying out duties.
• To have a comprehensive understanding of the hotel’s policies relating to Fire, Hygiene, Health and Safety, ensuring compliance is always a team priority.
• Guest satisfaction reports & feedback.
• Achieves individual and team KPIs as set by the management team.
• Personal development targets set by Director of FO at regular performance appraisals throughout the year.

ROLE REQUIREMENTS

• A proactive, enthusiastic and committed individual, with a can-do attitude who looks for opportunities to improve their performance.
• A collaborator who will support colleagues in the pursuit of team goals.
• A guest-oriented individual who is able to drive operational excellence.
• Exemplary personal presentation standards.
• Experience in serving guests at purchase points; handling cash and card payments.
• Ability to proactively approach and engage with guests and staff.
• Excellent communication, customer service, and influencing skills.
• Must be committed to customer service; anticipates and is proactive to customer needs.
• Flexibility to react to changing requirements in a dynamic environment.
• Ability to work under pressure and deal with stressful situations during busy periods in a dynamic resort environment.
• Ability to communicate effectively with guests and employees, some of whom may require high levels of patience, tact, and diplomacy to defuse difficult situations in the event of dissatisfaction.
• To carry out any other reasonable requests to take on additional duties tasks as may be requested by the Director of FO and the General Manager which would help to ensure all clients' expectations are met and exceeded. The precise job requirements set out are not limiting, and there may be subject to possible modifications according to the changing hotel service offer and business circumstances.
• Required Skills & Qualifications:
• Proven work experience in a similar customer-facing role in a premium hospitality venue.
• Understanding of all hotel management best practices and relevant laws.
• Hands-on experience with Hotel Management software (MEWS, Revinate, WAY).
• Proficiency in written and spoken English & Spanish.
• Proficiency in English; knowledge of other languages is a plus.
• Must be numerate and computer literate.
• Preferred Skills & Qualifications:
• Qualifications in Hospitality Management/Administration, or another relevant field.
• Experience in other operations department management is a plus.
• Additional language skills are a plus.