Guest Experience Supervisor Machico

Guest Experience Supervisor
Machico
Machico, Madeira, Portugal

We are looking for a Guest Experience Supervisor to join our 5 star hotel in an international group, located on the stunning Madeira Island!

What we need:

1. Passion for hospitality and proven experience of at least 2 years in a similar role
2. Customer-orientated attitude and
   - depth knowledge of customer service
3. Careful presentation
4. Proactive, with a sense of initiative and teamwork
5. Sense of responsibility and autonomy
6. Excellent communication and people skills
7. Proficiency in speaking and writing in Portuguese & English, basic German, French is a plus
8. Solid knowledge of MS Office, especially Excel and Word

Responsibilities:

1. Be part of the opening team and guarantee a smooth and well organized operation
2. Build meaningful connections and maintain strong relationships with guests
3. Proactively seek opportunities to enhance their experience during their stay
4. Identifying, creating and developing emotional and outstanding experiences and touchpoints during the customer journey
5. Solve customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism
6. Develop and maintain relationships with VIP guests and Special Attention guests, recognizing their preferences and ensuring extra attention and special treatment for this group of guests
7. Supporting the Guest Experience Manager on running the entire Guest Experience department, including guest relation and concierge service
8. Identify talents, lead, train and build team spirit among all the departments
9. Supporting the Guest Experience Manager on monitoring the quality and financial KPIs
10. Address guests’ service needs and dealing with specific customer requests
11. Develop and maintain positive working relationships with other departments and colleagues

What we offer:

1. Monthly salary above average
2. Free parking space
3. If applicable, accommodation provided
4. Professional and personal growth
5. Dynamic and collaborative workplace

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

Hospitality