Guest Experience Manager - MIM Sitges - (Barcelona)

Destination: Barcelona
What will I be doing?
Ensuring a positive guest experience by personalizing their stay, anticipating their needs, and exceeding their expectations.
Implementing various customer experience management tools, as well as monitoring and analyzing Voice of the Customer (VoC) survey results, ensuring the achievement of established objectives and defining improvement plans as needed. Define and implement the digital guest experience during their stay, in accordance with the overall strategy.
Manage guest incidents, following established protocols.
Adapt standards to accommodate local product customization.
Negotiate with external suppliers, adhering to established product guidelines.
Approve material orders, following established product guidelines, to optimize resource allocation and maintain optimal inventory control within your department.
Define and implement the Experience and/or Event Program strategy, as applicable.
Define, implement, and manage the Entertainment Program strategy, if applicable.
Manage and supervise the Guest Service Line team (if applicable), ensuring efficient delivery of established departmental standards and services to achieve ultimate guest satisfaction. Manage and supervise the Guest Services/Concierge/Butler and Destination Concierge team (if applicable), ensuring that established departmental standards and services are efficiently met to achieve ultimate guest satisfaction.
Coordinate, implement, and analyze pilot programs identified within your area.
What are we looking for?
• University degree, preferably in Tourism, Hospitality, Marketing, or a related field.
• Languages: Advanced Spanish and English. A third language is a plus.
• Ability to lead and inspire a team, strong organizational and planning skills, analytical skills, proactivity and innovation, excellent communication skills, a strong service orientation, problem-solving abilities, and attention to detail.
Requirements: