Líder De Bares - Lujo Hotelero

Dreams Riviera Cancun Resort & Spa; Cancún; Remote; MXN 480,000 - 720,000; Full time

Job summary

Dreams Riviera Cancun Resort & Spa is seeking a seasoned Consultor de Experiencia del Cliente to analyze guest feedback, identify service gaps, and develop strategies that elevate satisfaction across all touchpoints. This fully remote role within Mexico leverages deep hospitality knowledge and strong analytical skills to drive meaningful CX initiatives.

The ideal candidate will design and optimize customer journeys from booking to post-stay engagement and lead training for hotel teams on service

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field.

Responsibilities

• Analyze customer feedback data (surveys, reviews, social media) to identify trends and key drivers of satisfaction and dissatisfaction.
• Develop and implement strategies to improve the overall guest experience at properties.
• Collaborate with hotel management and staff to ensure consistent service delivery.
• Design and optimize customer journeys from booking to post-stay engagement.
• Create training materials and conduct workshops for hotel teams on customer service excellence.
• Monitor key performance indicators (KPIs) related to customer satisfaction and loyalty.
• Benchmark best practices in customer experience within the hospitality industry.
• Propose innovative solutions to enhance guest engagement and personalization.
• Manage customer feedback platforms and ensure timely responses.
• Prepare reports and presentations for senior management on customer experience initiatives and outcomes.

Skills

Data analysis

Customer journey design

Stakeholder collaboration

Hospitality knowledge

Training workshops

Education

Bachelor's degree

Job description

Our client, a leading international hotel chain with a significant presence in popular destinations like Cancún, Quintana Roo, is seeking a highly experienced and strategically minded Consultor de Experiencia del Cliente. This role is pivotal in analyzing customer feedback, identifying areas for service improvement, and developing strategies to enhance guest satisfaction across all touchpoints. As a fully remote position, you will leverage your expertise to drive positive change from anywhere within Mexico. The ideal candidate possesses a deep understanding of the hospitality industry, exceptional analytical skills, and a proven track record of implementing successful customer experience initiatives. If you are passionate about elevating service standards and shaping memorable guest journeys, this is an unparalleled opportunity to make a significant impact.

About the Role

Our client, a leading international hotel chain with a significant presence in popular destinations like Cancún, Quintana Roo, is seeking a highly experienced and strategically minded Consultor de Experiencia del Cliente. This role is pivotal in analyzing customer feedback, identifying areas for service improvement, and developing strategies to enhance guest satisfaction across all touchpoints. As a fully remote position, you will leverage your expertise to drive positive change from anywhere within Mexico. The ideal candidate possesses a deep understanding of the hospitality industry, exceptional analytical skills, and a proven track record of implementing successful customer experience initiatives. If you are passionate about elevating service standards and shaping memorable guest journeys, this is an unparalleled opportunity to make a significant impact.

Key Responsibilities

• Analyze customer feedback data (surveys, reviews, social media) to identify trends and key drivers of satisfaction and dissatisfaction.
• Develop and implement strategies to improve the overall guest experience at properties.
• Collaborate with hotel management and staff to ensure consistent service delivery.
• Design and optimize customer journeys from booking to post‑stay engagement.
• Create training materials and conduct workshops for hotel teams on customer service excellence.
• Monitor key performance indicators (KPIs) related to customer satisfaction and loyalty.
• Benchmark best practices in customer experience within the hospitality industry.
• Propose innovative solutions to enhance guest engagement and personalization.
• Manage customer feedback platforms and ensure timely responses.
• Prepare reports and presentations for senior management on customer experience initiatives and outcomes.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer experience, guest relations, or a similar role within the hospitality industry.
• Proven experience in analyzing customer data and implementing service improvement strategies.
• Excellent understanding of hotel operations and the customer journey.