Customer Experience Director
2 semanas atrás
About Hospes Infante Sagres Porto
We strive to deliver a truly memorable experience to our guests. As Customer Experience Director, you will play a key role in making this happen by managing all aspects of the front office, including guest registration, porter services, business center, telephone services, concierge services, and guest reservations.
Team Leadership
You will be responsible for day-to-day staffing needs, planning, and assigning work, as well as establishing performance and development goals for team members. Providing mentoring, coaching, and regular feedback is essential to improve team member performance. Additionally, you will educate and train team members in compliance with federal, state, and local laws and safety regulations.
Guest Experience
Your goal is to ensure your front office team delivers exceptional service, professional attention, and personal recognition to our guests. This includes greeting guests upon arrival, engaging with them, and responding appropriately to complaints or concerns. You will also conduct routine inspections of the front office and public areas to maintain high standards.
Financial Management
You will assist in preparing the annual departmental operating budget and financial plans. Monitoring labor costs and expenses while focusing on rate strategy, building initiatives, and inventory management is crucial to achieving financial targets. Overseeing the night audit function and preparation of daily financial reports is also part of your responsibilities.
Estimated Salary Range: €55,000 - €70,000 per annum, depending on qualifications and experience.
Responsible Business Practices
You will check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled securely. Training team members on PBX procedures and serving as a central communications point during emergency situations is also essential. Developing relationships with local fire, police, and emergency personnel is crucial for maintaining a safe and secure environment.
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