Guest Experience Manager

vor 3 Monaten

St Moritz, Schweiz Grace La Margna St Moritz Vollzeit

As 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.

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  • 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.
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  • 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…
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  • 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 with example and pride
  • You love to try new things and go a different path
  • You like to push your comfort zone to the edge
  • Guests always come first to you

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