Guest Experience Manager

Job Description

<p><strong>Guest Experience Manager</strong></p><p><br></p><p><span>NOTE: WE ARE EXCLUSIVELY LOOKING FOR CANDIDATES ALREADY LOCATED IN MARRAKECH.</span></p><p><br></p><p>Palais Mirage d’Atlas, a prestigious boutique hotel, is expanding our team! We are seeking an exceptional Guest Experience Manager. In this role, you will play a pivotal role in ensuring that our guests have an unforgettable stay by managing their experience from arrival to departure.</p><p><br></p><p><strong>Job Responsibilities</strong></p><p>As a Guest Experience Manager, your key duties will include:</p><ul><li>Overseeing and managing guest services, including check-in/check-out and guest requests.</li><li>Implementing strategies to improve the guest experience and satisfaction.</li><li>Resolving guest complaints effectively and professionally, turning challenges into opportunities for creating loyalty.</li><li>Collaborating with various hotel departments to ensure a seamless and memorable guest experience.</li><li>Using guest feedback to identify areas of improvement and implementing necessary changes.</li><li>Monitoring and managing room reservations and bookings.</li><li>Training and mentoring the front desk and guest services teams to ensure high-quality service standards are consistently met.</li></ul><p><br></p><p><strong>Requirements and Skills</strong></p><p>The ideal candidate should possess:</p><ul><li>Proven experience as a Guest Experience Manager or similar role in a 5-star hotel or luxury environment.</li><li>Excellent customer service skills with a passion for the hospitality industry.</li><li>Fluency in both English and French languages.</li><li>Proficiency in using computer software for bookings, scheduling, and basic administrative tasks (Cloudbeds, Lightspeed, Duve…)</li><li>Strong leadership and team management skills.</li><li>Excellent problem-solving and decision-making abilities.</li><li>Exceptional interpersonal and communication skills.</li></ul><p><br></p>