Guest Experience Manager

15 ore fa

Rm, Italia Belmond A tempo pieno

The Guest Experience Manager elevates and differentiates the guest experience pre, during and post stay to consistently achieve the highest levels of guest satisfaction and service excellence.
With a pioneering mindset, the Guest Experience Manager anticipates what will create memorable guest experiences and uses networks and relationships to develop, implement and execute initiatives to delight guests and to drive loyalty.
The role of Guest Experience Manager is multi faceted, touching all aspects of the hotel operation including Food & Beverage, Front Office, Digital Marketing incl.
Public Relations and Social Media, and much more.
- Act as point of contact and reference for all guests pre, during and post stay
- Identify and execute personalization strategies to create unique guest experiences
- Proactively engage with guests and provide information about all hotel facilities and services, promoting Food & Beverage offers, experiences, packages & tours, and special offers as applicable and appropriate
- Review how experiences and F&B activities are promoted and improve or change to maximize visibility and relevance (collateral, talking points, etc)
- Enhance the guest journey making sure the properties events and activities are integrated seamlessly and in the guest's preferred way
- Participate in the creation and implementation of action plans to exceed excellence goals
- Analyze guest feedback (online and offline) and provide strategic direction to continuously improve performance
- Actively listen to and resolve guest complaints
- Consistently stay current on industry/competitive trends and making recommendations for improvements
- Collaborate and communicate with other departments as required to deliver service excellence
**Requirements**:
- Proven working experience as guest relations/experience manager in a luxury retail and/or hospitality environment
- Detail oriented and comfortable working in a fast-paced environment
- Impeccable customer service skills
- A passion for excellence
- A hands-on, can-do attitude
- Fluent in Italian and English (verbal & written), other languages desirable
Other
- Demonstrate and be a role model of Belmond's core behaviours.
- Use utilities and resources in a responsible manner to control wastage.
- Communicate relevant information to the department, your line manager and across departments, as appropriate.
- Comply with safe working practices, Health and Safety policy and ensure accidents/defects are reported immediately.
- Attend learning and development courses and complete eLearning modules, as required.
**Benefits**:
Competitive salary & benefits.
Please note that this is a seasonal role.

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