Guest Experience Manager

Guest Experience Manager
Machico
Machico, Madeira, Portugal

We are looking for a Guest Experience Manager to join our wonderful Dreams Madeira Resort Spa & Marina, located on the stunning Madeira Island!

What we need:

- Passion for hospitality and proven experience of at least 2 years in a similar role

- Customer-orientated attitude and
- depth knowledge of customer service

-Outstanding guest relation skills

- Careful presentation

- Proactive, with a sense of initiative and teamwork

- Sense of responsibility and autonomy

- Flexible working hours

- Excellent communication and people skills

- Proficiency in speaking and writing in Portuguese & English, basic German, French is a plus

- Solid knowledge of MS Office, especially Excel and Word

Responsibilities:

-Build meaningful connections and maintain strong relationships with guests

-Proactively seek opportunities to enhance their experience during their stay

-Identifying, creating and developing emotional and outstanding experiences and touchpoints during the customer journey

-Solve customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism

-Develop and maintain relationships with VIP guests and Special Attention guests, recognizing their preferences and ensuring extra attention and special treatment for this group of guests

-Run the entire Guest Experience department, including guest relation and concierge service

-Identify talents, lead, train and built teamspirit among all the departments

-Monitor the quality and financial KPIs

-Address guests’ service needs and dealing with specific customer requests

-Develop and maintain positive working relationships with others departments and colleagues

What we offer:

-monthly salary above average

-Meal allowance

-Professional and personal growth

-Dynamic and collaborative work place