Guest and Talent Experience F/M/X

We are seeking a dynamic and strategic Guest and Talent Experience Manager.

As a key member of our team, you will lead our customer experience strategy and promote an organisational culture of excellence for our colleagues, ensuring maximum satisfaction for both.

Key Responsibilities:

Guest Experience

• Design, implement, and oversee the hotel's global customer experience strategy.
• Ensure service consistency across all areas, including Front Office, F&B, Housekeeping, and Maintenance.
• Analyse guest feedback and define action plans.
• Manage complaints, incidents, and personalised VIP client follow-up.
• Collaborate with Sales & Marketing to align commercial promises with actual experiences.

Talent Experience

• Develop and monitor the Talent Experience strategy for a large team and coordinate the implementation of Accor's group Talent strategy within the hotel.
• Lead onboarding programs, cultural integration, and talent development initiatives.
• Foster well-being, recognition, motivation, and organisational climate initiatives.
• Coordinate in-service training plans, leadership development, and hospitality culture.
• Act as a liaison between Operations and Human Resources.

Leadership & Management

• Embody the hotel's service culture and values.
• Train and support Department Heads in experience-focused leadership.
• Prepare periodic KPI reports on customer and team experiences for management.

Success Metrics (KPIs):

• Customer satisfaction indices (RPS, GSS, online reputation).
• Team satisfaction and commitment index (labour climate and retention).
• Effectiveness in resolving complaints and reducing repetitive incidents.
• Adherence to established service standards.

Requirements:

• Strong customer orientation, empathy, and passion for hospitality.
• Excellent communication, influence, and inspirational leadership skills.
• Strategic vision, analytical ability (data/KPI management), and focus on continuous improvement.
• Change management and conflict resolution skills.

Who We Are Looking For:

• High attention to detail and previous experience in commercial roles is advantageous.
• Excellent communication, interpersonal, and time management skills, combined with a positive, dynamic, and customer-oriented attitude.
• Open-minded, proactive, and able to handle different cultures and approaches.
• Ability to work autonomously, make decisions, and find effective solutions to daily challenges.
• Excellent organisational, planning, and structuring skills.
• Strong results orientation, without losing focus on service quality and customer/team satisfaction.
• Ability to work in a team, collaborating closely with various hotel departments.
• Proficiency in Portuguese and English is essential.
• Higher education in Hospitality, Tourism, Management, or a relevant field is valued.

Additional Information:

• Competitive base salary with IHT.
• Annual bonus based on performance and evaluation.
• Health insurance after 6 months.
• Adequate training according to Accor Academy and constant monitoring.
• Career progression opportunities.
• Personal and professional development.
• Parking possibilities within the hotel.
• ALL Heartist benefits with a collaborator card and access to all hotels with discounts and various partner products.