Interim Guest Experience Manager (3 to 6 months contractor)

Madrid Temporal EUR55.000 - EUR60.000 por año

Actualizado el 20/02/2023

  • Experience in luxury hotels.
  • Oriented to the Concept of Client Exclusivity Experience

Acerca de nuestro cliente

The only business to specialize exclusively in the creation and operation of luxury shopping destinations as a complementary channel to brands' full price offer. Through its flagship retail experiences, It reflects the brands' values and positioning, creating new opportunities for discerning customer acquisition. Based on spacious, open-air pedestrianised streets with a curated selection of the world's leading brands. Together with restaurants and cafés serving local and international cuisines, each one offers a relaxing day out, an hour or less from some of the most important gateway cities in Europe and China.


  • Manage the team associates Rotas & holidays (Vr or Third party) taking into consideration the importance of the Retail Calendar and Village needs.
  • Manage Daily Operations, Village, EHFS & Concierge Staff to ensure Guest Services and assuring the best guest journey possible.
  • Support Private Client Services Team, Blackbook acquisition, Guest detection.
  • Recruiting Staff, Job Chats with associates, training, inductions, My story & Monthly/Year review and support concierge services associates development with a big scope regarding Bicester Collection.
  • Assure the excellence standards of service as agreed with the business.
  • Manage budget (EHFS, Village Concierge, Guest Services Concierge) Supplier, PO & Variance.
  • Monitor compliance with: Feedback complaint tracker, GSS, EHFS, Weekly & Monthly Tactical, contact us, Frequent Flyers, WAB Gift Cards, Guest Transfers, Coniq scans for Membership treats and boutiques not participating, meet & greet groups (check in/out & welcome packs & Shopping Express Bus, VIP Pas, Six payments & Cash Flows, MOK).
  • Provide relevant guest feedback & actions (short, medium and long term) to the business and relevant areas to improve the Net Promoter Score and Guest Satisfaction.
  • Supervise the correct use of Salesforce, BGS & Roving Concierge.
  • Support and lead Guest Experience Supervisors & EHFS Supervisor.
  • Conduct morning briefings, compliance with supervisors Weekend hospitality Soundbites & Daily
  • Manage complaints, complaint forms and the correct use of gateway with our legal department.
  • Neocom Tourism Office follow-up.
  • Proactively assist and support The Concierge, EHFS & Village Concierges as well as Concierge Services & Third Party uniforms implementation.
  • Food & Beverage support to drive standards with operators
  • Organize and strategy In Village Concierge for different Retail & Marketing Campaigns & Brands
  • Lead internal and external audits ( Legal & Finance).
  • Attend to Bi Weekly, Tactical, Inter departmental & Store Managers meetings.
  • Village walkthrough 360º, Work and support CoE & VM Team, and The Apartment & The Suites (Style Advisor).
  • Virtual Shopping Sales Transactions & Invoices.
  • To support and assist the hospitality department on a high level of teamwork.

Perfil Buscado (H/M/D)

  • Proven track record of operating as a successful Hospitality & Guest Experience Manager.
  • Career defined by a Guest Centric background preferred in premium & luxury environment.
  • Strong commercial acumen and the ability to deliver at a strategic level, with sound analytical insights.
  • Strong data analytics and numerical skills, with ability to interpret performance data into trends and decision-making reports.
  • Transformational leader, fully conversant in the change process and an inspiring presence.
  • Operates both operationally and strategically, as required.
  • Excellent verbal, written, interpersonal & communication skills, delivering with impact & influence.
  • Exemplary critical thinking skills and solution oriented. Demonstrates drive, resilience and flexibility when working in a dynamic, fast paced environment.
  • Flexibility in terms of working hours & pattern (including weekends and Bank Holidays).
  • Intuitively understands the importance of excellence of customer experience/hospitality.
  • Easily collaborates across multi-functional teams, internally and externally, acting as an ambassador for Value Retail.
  • Fluent in local language and English, a different language will be a plus.
  • Experience of sales in a Retail setting, with the ability to motivate and drive sales in a team.
  • Demonstrable track record of effective people management.

Qué ofrecemos

Excellent opportunity for people with relevant experience in luxury industry, either retail or hospitality. Very good salary conditions, and the opportunity to develop a project as a Guest Experience Project Manager.#LI-DNP

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Ignacio Mora
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Resumen de empleo

Turismo y Hostelería
Sub Sector
Leisure, Travel & Tourism
Tipo de Contracto
Nombre del consultor
Ignacio Mora
Número de referencia

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