Guest Experience Manager / Head Concierge

Hyde Johannesburg Rosebank; Barcelona; Presencial; EUR 40.000 - 50.000; Jornada completa

Descripción de la vacante

A luxury hotel in Barcelona seeks a Guest Experience Manager to enhance service quality and team performance. This role is pivotal in leading hotel operations, ensuring customer satisfaction, and nurturing team development. Candidates should have a degree in hospitality management and over 3 years of relevant experience. Proficiency in English and Spanish is essential. The position offers a full-time commitment within a vibrant work environment.

Servicios

Competitive package

Employee discounts across hotel brands

Opportunities for development

Formación

• 3+ years experience in hospitality within hotels in a similar role.
• Fluent in Spanish and English.
• Ability to multitask and work in a fast-paced environment.

Responsabilidades

• Direct operations of the Guest Experience and Bell/Door department.
• Provide exceptional customer service beyond expectations.
• Analyze customer feedback for continuous improvement.

Conocimientos

Leadership

Customer Service

Problem Solving

Communication

Team Management

Attention to Detail

Educación

Degree in Hospitality Management

Herramientas

Microsoft Word

Microsoft Excel

Microsoft Outlook

Descripción del empleo

Guest Experience Manager / Head Concierge

Join to apply for the Guest Experience Manager / Head Concierge role at Hyde Johannesburg Rosebank

Guest Experience Manager / Head Concierge

Join to apply for the Guest Experience Manager / Head Concierge role at Hyde Johannesburg Rosebank

Get AI-powered advice on this job and more exclusive features.

Company Description

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!

Job Description

What you’ll do

We are looking for an experienced Guest Experience Manager to join the 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.
• Establishes clear expectations and holds the guest experience team accountable for exemplifying desired service standards.
• Facilitates the integration of new hires into the department through orientation programs and tailored training initiatives to enable successful job performance.
  
  

Company Description

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!

Job Description

What you’ll do

We are looking for an experienced Guest Experience Manager to join the 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.
• Establishes clear expectations and holds the guest experience team accountable for exemplifying desired service standards.
• Facilitates the integration of new hires into the department through orientation programs and tailored training initiatives to enable successful job performance.
  
  

Qualifications

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’re 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’re 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.
  
  

Additional Information

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.

• First name *
  
  

This field is required.

• Last name *
  
  

This field is required.

• Email *
  
  

Your email address is required.

• Phone *
  
  

This field is required.

• Resume *. We accept .pdf, .doc, and .docx formats.
  
  

The file must be of type doc, pdf, docx and not exceed 2MB.

• these questions are a must
  
  

By clicking submit, I consent to the collection of my data in accordance to Ennismore’s privacy policy. If you are a California employee and are interested in learning more about our California Employee Privacy Policy, click here. *

This field is required.

Thank you for applying!

Good luck!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitality

Referrals increase your chances of interviewing at Hyde Johannesburg Rosebank by 2x

Get notified about new Guest Experience Manager jobs in Barcelona, Catalonia, Spain.

Guest Experience Manager / Head Concierge

Assistant In Room Dining Manager-Hotel Arts Barcelona

Senior Procurement Manager – Indirect Spend (m/f/d)

Barcelona, Catalonia, Spain 6 minutes ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.