Guest Experience Manager (m/w) - be the Champion of Exceptional Hospitality
Join to apply for the Guest Experience Manager (m/w) - be the Champion of Exceptional Hospitality role at GRACE LA MARGNA ST MORITZ.
Who We NeedAs a Guest Experience Manager, you will be responsible for ensuring that our guests have a positive and memorable experience. We need someone with excellent interpersonal and communication skills, a strong understanding of customer service principles, and the ability to handle and resolve conflicts effectively. You should have a background in hospitality or a related field, experience managing teams, and a knack for anticipating and addressing guest needs. Being detail-oriented, empathetic, and capable of fostering a welcoming and engaging atmosphere is essential to enhance guest satisfaction and loyalty.
WHAT WILL YOU DO?
Greet and welcome guests, ensuring a warm and friendly atmosphere.
Oversee the holistic Guest Experience Team, consisting of around 15-20 Experience Ambassadors:
Concierge Specialist
Bellstaff
Guest Relations Specialist
Butler/In-room Dining Specialist
Host/Hostess Restaurants Specialist
Report to the Front of House Manager.
Address and resolve guest complaints and issues promptly and professionally.
Monitor guest feedback and implement improvements based on their suggestions.
Train and supervise staff to deliver exceptional customer service.
Coordinate with other departments to ensure seamless guest experiences.
Plan and execute special events and activities to enhance guest enjoyment.
Maintain up-to-date knowledge of hotel services, amenities, and local attractions.
Manage guest loyalty programs and encourage repeat visits.
Develop and implement strategies to improve overall guest satisfaction and loyalty.
YOUR +sides
Your smile is infectious and you treat people as if they were your best friends.
You go the extra mile to make the best first and last impression.
You are a team player and enjoy helping others.
You have a strong interest in hospitality and you are eager to learn.
You can multi-task and work in a fast-paced environment.
You lead by example and take pride in your work.
You love to try new things and explore different paths.
You like to push your comfort zone to the edge.
Guests always come first to you.
WHAT'S IN FOR YOU AT GRACE?
Become a pioneer for the first hotel opening to happen in 100 years in St. Moritz in this segment.
Fun, collaborative, and caring environment where people are put first.
Grace House for talents.
Hands-on learning and training opportunities.
F&B discounts & sporting activities free of charge.
Cool uniform from an international luxury clothing brand.
If needed, state-of-the-art accommodation.
And much, much more…
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Transportation, Logistics, Supply Chain and Storage
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