Global Guest Experience Manager

This is a fully remote position, open to applicants in Spain.

📋 Description

• Lead a team of Guest Relations Coordinators.

• Oversee, support, and nurture the development of the Guest Relations Coordinator team.

• Set performance metrics and offer coaching and training aimed at delivering high-end guest service and enhancing operational efficiency.

• Set a standard by demonstrating outstanding service and maintaining professional communication.

• Advocate for automation and digital solutions to optimize workflows and elevate guest satisfaction as well as team efficiency.

• Create and execute guest engagement strategies prior to and following cruises to enhance brand loyalty and overall satisfaction.

• Address escalated guest feedback or complaints, ensuring all issues are documented and resolved in the CRM.

• Collaborate with Operations, Sales, and Reservations to guarantee smooth transitions and effective communication regarding guest needs.

• Manage special guest requests or customizations, ensuring feasibility, timely follow-up, and premium delivery.

⛳️ Requirements

• Bachelor’s Degree in Tourism, Hospitality Management, or a related discipline.

• At least 5 years of experience in guest relations, luxury tourism operations, or upscale hospitality.

• Experience in team leadership.

• Ability to work remotely while ensuring excellent communication and alignment with global teams across various time zones.

• Full professional fluency in both English and Spanish.

• Proficiency in French is desirable and appreciated.

• Background in luxury tourism operations and reservations.

• Strong experience in guest relations and hospitality.

• A keen focus on process optimization, guest satisfaction, and digital transformation.

🏝️ Benefits

• Independent Contractor Agreement.

• Remote work arrangement.