Guest Experience Manager, Caruso, a Belmond Hotel
Belmond, Italy
Job Description
The ideal candidate is passionate for the hospitality business
Reports to Executive Assistant Manager
Main duties amp; responsibilities:
Responsible for a warm welcome to our guests while ensuring they are satisfied, assisted and guided
throughout their stay exceeding their expectations;
Analyse customer feedback and suggest strategies to continuously improve overall rating;
Main contact and reference for VIP arrivals (pre-arrival arrangements and throughout their stay);
Main contact (together with the Front Office Manager) for travel agents (show rounds of the hotel);
Maintain warm and sincere relationships with guests and colleagues;
Ensure accurate communication between all Head of Department, following up on guest requests and
complaints;
Promote internal outlets and activities organised by the hotel.
Requirements
Competencies required
Effective communication, emotional intelligence, adaptability
Collaboration: be able and willing to work as a team player
Drive results: provide genuine and consistent high levels of service by anticipating and exceeding
expectations of guests and colleagues
Global perspective: treat each other with respect and inclusiveness regardless of position, level or
background
Other requirements:
Fluent in English and a third language is required
At least 3 years of experience in a similar role
Previous experience in the luxury hospitality industry
Effective communication skills
Benefits
We offer:
- Seasonal Labour contract according to C.C.N.L. Settore Turismo
- Complimentary nights worldwide as per Belmond Discovering policy
- Employee discounts and Friends and Family rates across Belmond worldwide as per Belmond Discovering policy
- Learning amp; development activities
- Career opportunities within Belmond
- Complimentary meals on duty
- Uniforms dry cleaning
- Lodging and residence cleaning for non residents
About Belmond
Belmond is part of the world’s leading luxury group, LVMH Moët Hennessy Louis Vuitton.Belmond has been a pioneer of exceptional luxury travel since 1976. Its portfolio extends across 24 countries with remarkable properties that include the illustrious Venice Simplon-Orient-Express train, remote beach retreats like Cap Juluca in Anguilla, Italian hideaways such as Splendido in Portofino, and gateways to natural wonders such as Hotel das Cataratas beside Brazil’s Iguassu Falls. From trains to river barges, safari lodges to hotels, each unique property has a distinctive story, personality and identity, with a personalised team to match.The essence of the Belmond brand is built upon its heritage, craftsmanship and genuine, authentic service. We treasure history while looking to the future. We embrace community spirit and believe in responsible, sustainable tourism.Belmond is an equal opportunities employer that is committed to diversity and inclusion in the workplace.