Guest Experience Manager

The Guest Experience Manager will be accountable for supervising all facets of client satisfaction.

BACKGROUND

The Barbados Tourism Marketing Inc. in its quest to promote, assist and facilitate the efficient development of tourism and Barbados’ tourism product, is seeking to recruit an exceptionally skilled individual to fill the position of Guest Experience Manager.

ROLE SUMMARY

The Guest Experience Manager will be accountable for supervising all facets of client satisfaction. The position entails the supervision of a dynamic team, the enforcement of guest service standards, the resolution of guest crises and the ongoing enhancement of the guest experience as a whole.

SUMMARY OF KEY RESPONSIBILITIES

• Develop and implement guest service standards and protocols with our guest facing team.
• Train, supervise, and motivate junior team members.
• Monitor guest interactions and provide the team with mentoring and performance-enhancing feedback.
• Manage guest complaints and resolve issues promptly and effectively.
• Develop and implement guest engagement programs, activities, and events to create exceptional experiences.
• Monitor guest feedback and reviews to identify trends and implement necessary improvements.
• Build and maintain strong relationships with loyal visitors, ensuring their needs and preferences are consistently met.
• Coordinate with local attractions, tour operators, and vendors to provide guests with information and access to activities and experiences.
• Facilitate regular destination training sessions for front facing stakeholders to enhance their knowledge, skills, and service delivery.
• Monitor and analyse guest satisfaction metrics to identify areas for improvement.
• Prepare required action plans and reports on guest feedback, trends, and performance indicators.

SUMMARY OF KEY REQUIREMENTS

• Undergraduate Degree in Tourism Business, Marketing, Management or A related discipline.
• A minimum of five (5) years’ experience at a similar level.
• Experience in a similar environment would be advantageous.
• Robust leadership with the ability to coordinate, delegate, motivate and mentor.
• Commitment to the highest level of customer satisfaction
• Maintains a professional, diplomatic, and tactful disposition.
• Sound interpersonal relationship, collaborative and team-building skills.
• Proficient negotiation and conflict resolution skills.
• Adept oral and written communication skills.
• Excellent planning, prioritizing and time management skills.
• Sound decision-making and problem-solving abilities.
• The ability to work under pressure and adapt to a rapidly changing environment.
• Proficient in the use of MS Office suite of applications.