GUEST EXPERIENCE MANAGER - W BARCELONA

Lead change with a guest-centric mindset, ensuring guest satisfaction and managing their questions, needs, and issues. This role provides guidance and leadership to all high-guest-contact associates, working alongside the Quality Manager and HODs to enhance the guest experience. Core Tasks:· Serves as a leader in displaying outstanding hospitality skills.· Ensures employees understand customer service expectations and parameters.· Strives to improve service performance and empowers employees to provide excellent customer service.· Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.· Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.· Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.· Participates in the development and implementation of corrective action plans to improve guest satisfaction.· Handles day-to-day complaints/problems, ensuring that guests are listened to and their concerns are attended to.· Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.· Records guest issues in the guest response tracking system - GXP.· Supports the day-to-day operation, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.· Ensures compliance with all policies, standards and procedures.· Understands and manages quality tools: GuestVoice, QPower and QA Website.· Supports Quality Manager on responding and handling guest feedback, problems, complaints in GuestVoice, Tripadvisor and MVR.· Supports Quality Manager running weekle GSS Meetings and monthly Quality Meetings.· Showcases and promotes our Whatever/Whenever service promise.· Holds team accountable, provides on time, constructive feedback and creates action plans to correct service gaps and follows up with managers periodically.· Participates in, promotes use of Self Audit tool throughout hotel ensuring managers reach their targets, uses data to draw actionable feedback, and plans.· Responsible for full knowledge of BSA Standards, their implementation and results.W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.