Guest Experience Manager

3 semanas atrás

Lisboa, Portugal Conetic Group Tempo inteiro

**Role Responsibilities**
- Implementation of Oxygen’s vision through excellent service.
- Ensure full compliance of the Oxygen’s brand, values and commitments to the customer, the implementation and follow-up of standards and quality programs, including related training, with the aim of ensuring consistency & excellence.
- Work together with the Customer Experience team to ensure a 5-star service is provided to the passenger, increasing satisfaction & loyalty.
- Secure excellent relationship with airline/corporate client making sure their standards and requirements are met.
- Work in partnership with Operations Manager on day-to day operations, guaranteeing the accuracy and quality of all deliverables from 3rd parties, performing and reporting Quality Control checks on F&B, Cleaning, Staff dynamics and care with Passenger/client.
- Provide assistance when and where necessary to ensure quality from third-party deliverables are carried out to the pre-agreed standards.
- Ensure F&B operations are led through active, on-stage management ensuring exceptional products and services as well as a safe and efficient operation.
- Identify potential rupture of satisfaction and anticipate solutions for a better service design.
- Provide regular updates to the Senior Management.
- Help design and implement proper staff training.
- Maintain a positive team culture where all members work in collaboration and support each other as required to accomplish our shared goal.
- Participate in the service design for new projects.
- Implement and track KPIs on service performance.

**Skills**
- Sincere and caring personality with an eye for details
- Ability to anticipate and focus attention on passenger needs.
- Excellent organizational skills and time management
- Experience in Hospitality and/or Aviation Sector
- Good Understanding of F&B
- Problem Solving Skills
- Flexible
- English Proficiency
- Luxury Hotel experience would be an asset
- Experience managing VIP/First/Business class lounges with an operator or leading airline is a plus.

**Language**:

- English (required)

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