Guest Experience Manager

Switzerland, Zurich gategroup, Commercial
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Posted on February 7, 2019

Job Summary

For our Guest Experience Department in Glattbrugg, we are looking for someone to join the team as

Guest Experience Manager

Reporting onto gategroup’s Customer Experience VP, the Guest Relations Manager will be responsible and assuring external guests at the company’s global Headquarter have the best service and experience, taking care from their complete journey, greeting them, setting up rooms properly, organizing and coordinating operations to ensure maximum efficiency, ensuring supplies and equipment are in place and are adequate in quantity and quality. They will also support the Customer Experience team in selected projects as assigned.

Main Duties and Responsibilities:

  • Welcome our customers and external guests that visit the company’s Headquarter and personalize the contact with the guests as much as possible depending on the culture of the guests and their preferences
  • Provide flawless, professional and upscale guest service experiences
  • Act as personal VIP liaison, adding a personal touch to their experience
  • Ensure the rooms and physical spaces our guests will visit are setup correctly, clean, decorated and prepared for the meetings
  • Resolve and assist external guests and customers on any need they may encounter during their visit to HQ, including transportation arrangements
  • Anticipate unstated needs and go the extra mile
  • Coordinate with the culinary team or external catering companies’ food and beverage if required
  • Communicate and coordinate daily with all Executive Assistants and Receptionist, to ensure seamless execution of daily logistics related to all external meetings and events that take place at the company’s Headquarter
  • Perform proactive audits of all hospitality associated corporate spaces and meeting rooms, to ensure all resources are in proper working order
  • Actively listen to and resolve complaints during and after the guests’ stay
  • Assist the Customer Experience Team in other customer engagement activities as requested
  • Assume responsibility of budgeting and monitoring expenses related
  • Review and prepare reports for senior management

Qualifications:

  • Ability to work independently and in conjunction with large groups
  • Well-organized; work well under pressure and within tight and ever-changing deadlines
  • Able to adjust and/or resolve ever-changing and last-minute arrangements and requests of events/functions
  • Proven experience in guest relations management
  • Hospitality mindset with attention to detail
  • Solid understanding of hospitality procedures and best practices
  • Outstanding communication (verbal and written) and interpersonal skills
  • Problem-solving aptitude
  • Impeccable and professional appearance

Education and Work Experience:

  • Degree in hospitality or event management
  • Up to 2 years’ experience in hospitality/event management field; previous experience within a corporate environment a plus
  • Culinary and Hotel Management Background a plus
  • Able to communicate effectively through both written and oral presentations

Language / Communication Skills:

  • Fluency in English
  • Fluency in other languages, particularly German would be a plus

Interested candidates (no agencies) are kindly requested to submit their applications (cover letter, CV, certificates) in English to mvassiliadis@gategroup.com.

Melina Vassiliadis

HR Manager

Corporate HR  

Sägereistrasse 20

8152 Glattbrugg

Switzerland

mvassiliadis@gategroup.com | www.gategroup.com

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