Guest Experience Manager

hace 1 semana

Cabo San Lucas, México Meliá Hotels International A tiempo completo

La misión fundamental del “Experience Manager” es crear experiências sensoriales, sensacionales, únicas, personalizadas e innovadoras apoyándose en cada uno de los departamentos que forman parte de las operaciones del resort y las áreas de interfaz con el cliente enfatizando siempre una genuina actitud de servicio para aportar más valor a los atributos de la marca, asegurando la calidad del producto que ofrecemos tanto a nível de imagen como de servicio.

1. Crear y supervisar la arquitectura sensorial en el resort [musicalización, aromas, iluminación, personalidad y control de aspectos físicos]

2. Impulsar detalles en el servicio que se presta al huésped.

3. Crear y supervisar el storytelling en el resort.

4. Crear, supervisar y participar activamente en los momentos “wow”.

5. Supervisar el Departamento de Actividades.

6. Supervisar el Family Concierge.

7. Supervisión del Departamento de Romance.

8. Supervisión del Departamento de Yhi Spa

9. Coordinación y trabajo en conjunto con el Gerente de Royal Service para asegurar la experiência global prometida como marca [personalidad del lounge, áreas exteriores y el in room experience]

10. Participación en procesos de GSA tales como check lists de certificación de áreas y contacto con el huésped.

11. Coordinar la atención personalizada y resolución oportuna de quejas o incidentes garantizando la entera satisfacción del huésped.

12. Participar y supervisar las Actividades In house que permiten evaluar los níveles de comunicación y atención al huésped.

13. Conocimiento a la perfección de la personalidad de la marca.

14. Enfocar esfuerzos por generar ingresos adicionales [upsale] en el resort.

15. Conocimiento total y absoluto de los servicios del hotel [instalaciones, servicios, horarios, eventos especiales y puntos de interés externos]

16. Sinergia con formación y desarrollo para crear fraseología y Storytelling en el resort completo.

17. Aportar ideas innovadoras en el resort a nível de nuevos productos y tendencias.

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