Guest Experience Supervisor - Machico

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:

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

Responsibilities:

Be part of the opening team and guarantee a smooth and well organized operation
Build meaningful connections and maintain strong relationships with guests
Proactively seek opportunities to enhance their experience during their stay
Identifying, creating and developing emotional and outstanding experiences and touchpoints during the customer journey
Solve customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism
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
Supporting the Guest Experience Manager on running the entire Guest Experience department, including guest relation and concierge service
Identify talents, lead, train and build team spirit among all the departments
Supporting the Guest Experience Manager on monitoring the quality and financial KPIs
Address guests’ service needs and dealing with specific customer requests
Develop and maintain positive working relationships with other departments and colleagues

What we offer: