Empiria Group
hospitality
GuestExperienceManager
“Guest Experience Manager at Empiria Group. Skills: Guest Experience Management, Team Leadership, Guest Satisfaction, Operational Oversight. Manage the Guest Experience department. Design, implement, and monitor guest experience strategies”
Industry & Context.
resourceful; ability to prioritize effectively; meet deadlines; respond effectively to a variety of operational and guest service situations
What They're Looking For.
Must Have
Minimum 3 years of experience in a similar role within 5-star hotels or high-volume luxury environments, Degree in Hospitality, Tourism, or a related field, Excellent command of the English language, Proficiency in PMS systems and Microsoft Office
Nice to Have
additional languages will be considered a asset
What You'll Do.
Manage the Guest Experience department
and monitor guest experience strategies
Handle escalated and complex guest complaints
and interpret guest feedback
and report on guest satisfaction KPIs
Develop and maintain guest loyalty initiatives
Oversee special guest services
Prepare and present regular reports
How You'll Work.
Team & Collaboration
Collaborate closely with Food & Beverage, Housekeeping, Front Office, and other operational departments
Communication Scope
Excellent communication and negotiation skills
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