Guest Experience Manager - Ethra Reserve
Today, 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 ***** rooms, and during peak periods, we have around ***** 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 OVERVIEW
In response to growth and evolving business needs, we are seeking aGuest Experience Managerwho 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 LOCATION
The position is open for ourEthra Reserveproperty, located in Puglia, Castellaneta Marina (TA).
AREA OF RESPONSIBILITY
Report 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 TRAINING
University 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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