Guest Experience ManagerToday, we welcome our guests in 13 hotels and resorts, 4- and 5-star hotels, in modern conference centers, and at the prestigious Ethra Thalasso SPA.Our hotels are located in Sardinia, Puglia, Sicily, Calabria, and Abruzzo, overlooking beautiful beaches, and in Piedmont, within the Vialattea ski area.We offer approximately 4,200 rooms, and during peak periods, we have around 2,500 employees.We aim to provide our guests with moments they will remember forever.
We listen to their desires to create the vacation of their dreams.We care for and respect the territories that host us, their nature, and their development.It is thanks to all this, and to our daily commitment, that we can offer unforgettable experiences, with all the passion and care of authentic Italian hospitality.POSITION OVERVIEWIn response to growth and evolving business needs, we are seeking a Guest Experience Manager who is eager to join our Crew with a collaborative attitude, passion, and enthusiasm to provide exceptional service, ensuring attention to detail and a strong commitment to guest satisfaction.WORK LOCATIONThe position is open for our Ethra Reserve property, located in Puglia, Castellaneta Marina (TA).AREA OF RESPONSIBILITYReport directly to the General Manager on all relevant matters affecting guest service and hotel operations.Oversee the guest experience and promote the Resort's services, helping guests fully immerse themselves in the experience.Ensure the highest quality service to surprise guests, anticipating their needs and exceeding expectations.Ensure each guest receives immediate attention and exclusive, personalized service tailored to their needs.Be the main point of contact for VIP guests, planning "courtesy" services before arrival and ensuring a flawless stay from welcome to departure.Collaborate with other departments, ensuring clear and constant communication to efficiently address guest inquiries and requests.Manage guest complaints promptly and effectively, turning potential issues into opportunities for guest loyalty.Collect guest feedback and analyze trends, issues, and areas for improvement.Analyze customer satisfaction data to develop innovative strategies, continually enhance the guest experience, and increase guest ratings.SPECIFIC KNOWLEDGE AND TRAININGUniversity degree, preferably in Tourism, Hospitality, Marketing, or an equivalent qualification.At least 5 years of previous experience in the same role, within the Hospitality sector, preferably in luxury Hotels or Resorts.Knowledge of Customer Experience tools.Excellent proficiency in hotel management software, Microsoft Office Suite, and major email systems.Strong guest-oriented focus.Attention to detail, organizational skills, and meticulousness.Impeccable appearance and strong interpersonal and communication skills.Excellent leadership and problem-solving abilities.Knowledge of best practices in the luxury hospitality sector to ensure every guest interaction is flawless, upholding the highest standards of quality and discretion.Fluent in both English and Italian (spoken and written).Knowledge of an additional foreign language is considered a plus.Willingness to relocate to the work location.
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