Guest Experiencie Manager

SLS Barcelona; Madrid; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

Join an innovative and fast-growing urban resort where extraordinary experiences await! As a Guest Experience Manager, you will lead a dynamic team dedicated to delivering exceptional service and creating memorable moments for guests. This role offers the chance to work in a vibrant environment that champions creativity and collaboration. With a focus on fostering a culture of empowerment, you will ensure that every guest interaction reflects the brand's commitment to excellence. If you are passionate about hospitality and eager to make a positive impact, this is the perfect opportunity for you to thrive and grow within a global brand.

Servicios

Competitive salary package

Opportunities for development

Discounts across Ennismore brands

Formación

• 3 years of experience in hospitality, preferably in hotels.
• Strong team leader with excellent communication skills.

Responsabilidades

• Ensure exceptional customer satisfaction and retention.
• Analyze feedback to improve service quality and guest experience.

Conocimientos

Customer Service

Team Leadership

Communication Skills

Problem Solving

Multitasking

Attention to Detail

Fluency in Spanish

Fluency in English

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.