Director of Guest Experience/ Giám đốc Trải nghiệm khách hàng

Manage and supervise the Guest Services / Concierge / Butler and Destination Concierge team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.
Support negotiations with external suppliers, following the product guidelines set.
Adapt the standards subject to the local customisation of the product.
Define and implement the strategy of the Experience and / or Event Programme as applicable.
Research and develop innovative experiences and services that keep the hotel at the forefront.
Define and implement the guests’ digital experience, according to the global strategy.
Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
Define, develop and implement the hotel&039;s Sensory Architecture strategy, in terms of lighting, decoration, aroma and piped music, ensuring compliance in different areas.
Manage and supervise the Guest Service Line team (if applicable), ensuring that the standards and services established for the department are efficiently met to achieve ultimate customer satisfaction.
Define, implement and manage the Entertainment programme strategy if applicable.
Implementing the different customer experience management tools, as well as monitoring and analysing the results of the Voice of the Customer, ensuring compliance with the goals set and defining improvement plans if necessary.

Organisation and planning.
Fluent English in both speaking & writing.
University degree, preferably Tourism or Hospitality, Marketing or similar.
External: 3 years in a similar position in the hospitality industry.
Proactivity and Innovation.
Internal: At least 2 years’ experience in the Guest Experience department in a Manager role.
Knowledge of hotel management and/or Customer Experience tools.
Knowledge of brand strategies
Excellent communication skills.

Competitive benefits package / Chính sách phúc lợi cạnh tranh
International and professional working environment / Môi trường làm việc chuyên nghiệp
Competitive salary range / Mức lương cạnh tranh

Cập nhật gần nhất lúc: 2026-07-19 00:40:04