Guest Experience Manager

Overview

The Guest Experience Manager will lead efforts to ensure an exceptional guest journey, from pre-arrival through post-departure. This role focuses on delivering unparalleled guest satisfaction, overseeing team operations, optimizing service processes, and fostering a culture of hospitality excellence. The Guest Experience Manager will ensure that all touchpoints align with the property’s brand standards and guest expectations, contributing to overall guest loyalty and satisfaction metrics.

Responsibilities

• 30% Oversee Team Operations

Lead the daily operations of the Guest Experience team, including concierge, PBX and lobby interactions. Provide coaching and motivation to ensure consistent delivery of brand standards and personalized service. Collaborate with all departments to ensure seamless service delivery across all guest touchpoints.

Maintain a strong presence in the lobby to foster meaningful guest interactions and ensure a welcoming atmosphere. Lead and continuously enhance the end-to-end guest journey, including pre-arrival communications, in-stay engagement, and post-stay follow-up. Proactively anticipate guest needs, swiftly resolve escalated service issues, and deliver solutions that exceed expectations and build lasting loyalty. Personally oversee the check-in and check-out experience, including VIP arrivals and departures, ensuring every guest encounter is seamless, personalized, and exceptional.

Develop and implement strategies to improve service delivery, leveraging guest feedback and data insights. Additionally, prioritize maximizing and optimizing the capabilities of the Alliantz App, ensuring its features are fully utilized to improve guest engagement and operational effectiveness.

Ensure adherence to brand standards in all guest interactions and operational processes. Regularly audit service quality and collaborate with the Duty Manager to address any gaps. Drive initiatives to elevate service consistency and innovation.

Analyse guest feedback, satisfaction surveys, and operational data to identify trends, measure performance, and propose improvements. Provide regular reports to management, outlining successes, challenges, and actionable recommendations for enhancing the guest experience.

Foster a culture of hospitality excellence by identifying skill gaps and organizing training programs. This includes mentorship, workshops, and on-the-job coaching to ensure team members deliver personalized and exceptional guest experiences.

Supportive Functions

Specific Job Knowledge, Skills and Abilities

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

Qualifications

Grooming

All Nobu Hotel Barcelona employees are expected to adapt while maintaining a groomed appearance following the company\'s standards. (Appearance & Grooming Nobu Hotel Barcelona)

What can we offer you?

Continuous opportunities for training and growth within the company. Create your career plan with us at Nobu Hospitality

If you join Nobu, you will work in a dynamic and collaborative environment. Being part of our team means being part of a big FAMILY, where working with passion and kokoro are our core values

Additionally, we offer free psychological support and nutrition content for all our employees

At Nobu Hotel Barcelona, the well-being of our employees is a priority. Enjoy free yoga classes, gym discounts and maintain a mindful and balanced diet with the best buffet-style staff dining room

Competitive Salary

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