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