Guest Experience Manager Job at TUI (Monastir)

Job Description

Join TUI Hotels & Resorts as a Guest Experience Manager at TUI SUNEO Palm Beach Skanes Monastir. In this role, you will be responsible for enhancing the overall guest journey by ensuring exceptional service standards throughout the stay. Your duties will include welcoming and assisting guests, handling guest inquiries and requests, resolving complaints efficiently, coordinating with operational departments, and driving guest satisfaction through personalized, professional, and friendly service at all times.

Job Responsibility

Act as a TUI SUNEO brand ambassador with in-depth knowledge of the brand and ensure it is being delivered according to specifications
Conduct quality assessments and analyse guest feedback from channels like TripAdvisor and Qualtrics, implement improvement plans, report hotel quality and performance in regular meetings
Manage and motivate your dedicated TUI SUNEO team and support all hotel departments/colleagues to create a one team ethos
Demonstrate strong leadership skills and passion for customer experience
Maintain a strong relationship with all other Heads of Department, Management and key stakeholders across the TUI Group
Organize and attend hotel events, support VIP visitors, and special groups
Support staff development, conduct performance reviews, and provide training
Address guest requests and complaints and provide ongoing service and compliant resolution training to your team and wider colleagues

Requirements

Strong leadership skills, a positive and engaging character, great team player who leads by example
Confident in performance management (operations and team) and with strong communication skills
Ability to conduct quality assessments and analyse feedback
Fully adaptable and flexible individual with the ability to work well under pressure
Strong organisational and time management skills
Ability to work with a wide range of departments and focus on the overall customer experience
Experience working within guest service management or within hotel operations with guest interaction
Commitment to sustainability practices

What we offer

Meals and soft drinks during working hours
Exceptional approach to learning including recognised hospitality qualifications, TUI Learning Lounge access with recorded and virtual courses
Career development, trainings and opportunities to work across TUI Group
Contract provided in accordance with local legislation and entity of employment

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Guest Experience Manager

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