The _Guest Experience Manager _ is in charge of the continuous improvement of the guest experience from their arrival until their departure of any of our facilities, anticipating possible complaints or suggestions from the guests thanks to a deep understanding of their needs and wishes during their stay. The GEM manages multiple projects and coordinates simultaneous activities to ensure exceptional customer service.
Responsibilities:
- Assist with Public Relations outreach or grassroots marketing projects
- Oversee all communication between guests and staff
- Make sure all communication channels are up to date
- Promote all property amenities, conveniences and programs offered
- Coordinate internal resources and third parties/vendors for the flawless execution of projects
- Ensure that all projects are delivered on-time, within scope and within budget
- Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.
- Ensure resource availability and allocation
- Develop a detailed project plan to track progress
- Use appropriate verification techniques to manage changes in project scope, schedule and costs
- Measure project performance using appropriate systems, tools and techniques
- Report and escalate to management as needed
- Manage the relationship with the client and all stakeholders
- Perform risk management to minimize project risks
- Establish and maintain relationships with third parties/vendors
Requirements:
- Bachelor's degree in Hospitality management, Business Administration, Communications or Marketing.
- +7 years in a customer-facing role, +3 years in a leadership role
- Excellent interpersonal and communication skills
- Ability to present information to and train employees
- Understanding of all hotel management best practices
- Proficiency in English and Spanish
- Excellent problem-solving and multitasking skills
- Leadership skills along with the ability to motivate a team into high performance
- Ability to work flexible hours
- Strong sense of responsibility and a professional presentation
