Líder en Experiencia del Cliente – Hostelería (Remoto)

Dreams Riviera Cancun Resort & Spa

Cancún

Remote

MXN 480,000 - 720,000

Full time

4 days ago

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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.