An Oasis within Arusha set out on 18 acres of beautiful landscape coffee and tea plantations tranquility with spectular views of Mount Meru. Gran Melia Arusha has a natural river running through the property, with several natural springs. The Hotel has 171 rooms, 8 FnB Outlets and banqueting facilities.
The Guest Experience Manager is the head of the department in the hotel, ensuring compliance with product, service and image standards, for the maximum satisfaction of customers, always offering unique and personalised experiences and committing to achieve excellence in customer satisfaction and optimisation of economic and human resources under their responsibility.
Tasks of the position;
- To be the brand ambassador in the hotel, ensuring optimal implementation of the attributes, standards and manuals that apply in their department, as well as ensuring compliance in the rest of the areas, defining improvement plans if necessary.
- Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
- Implementing the different customer experience management tools, as well as monitoring and analysing the results of the Voice of the Customer, ensuring compliance with the goals set and defining improvement plans if necessary.
- Define and implement the guests’ digital experience, according to the global strategy.
- Participate in the preparation of their department’s budget according to the set guidelines.
- Follow up on the defined budget, ensure compliance with it, and report any deviations that may occur within the department to the Business Partner.
- Participate in the definition of the necessary corrective measures to minimise negative impacts and monitor them together with the Business Partner.
- Participate in the preparation of projections by providing information on their department.
- Analyse the reason for deviations, participate in the definition of corrective actions and promote the implementation of corrective actions within their department.
- Be knowledgeable of the Brand philosophy, ensuring optimal implementation of the standards, operations and identity manuals that apply to their department.
- To ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
- Manage customer incidents, communicating the actions taken to the hotel’s Guest Experience Department.
- Be knowledgeable and share with their team the Voice of the Customer goals and ensure their fulfilment, creating and defining improvement plans if necessary
Job Requirements;
- University degree, preferably Tourism or Hospitality, Marketing or similar.
- Knowledge of brand strategies
- Knowledge of hotel management and/or Customer Experience tools
- Financial knowledge
- Knowledge of Hotel Operations
- Ability to lead and inspire a team
- Organisation and planning
- Analytical capacity
- Proactivity and Innovation
- Excellent communication skills
- High vocation for service
- Problem-solver
- Attention to detail
- External: 3 years in a similar position in the hospitality industry. Internal: At least 2 years’ experience in the Guest Experience department in a Manager role.
An Oasis within Arusha set out on 18 acres of beautiful landscape coffee and tea plantations tranquility with spectular views of Mount Meru. Gran Melia Arusha has a natural river running through the property, with several natural springs. The Hotel has 171 rooms, 8 FnB Outlets and banqueting facilities.
The Guest Experience Manager is the head of the department in the hotel, ensuring compliance with product, service and image standards, for the maximum satisfaction of customers, always offering unique and personalised experiences and committing to achieve excellence in customer satisfaction and optimisation of economic and human resources under their responsibility.
