Guest Experience Manager

About the job

The Weisse Arena Group in LAAX is a pioneer in alpine tourism and an enthusiastic community for unique mountain adventures. With cable cars, hotels, gastronomy, sports and rental shops, as well as the LAAX School, we create unforgettable experiences for our guests – and attractive workplaces for our employees.

Three houses, three different worlds, one common goal: special guest experiences with personality. At the signinahotel, the rocksresort and the Riders Hotel, alpine lifestyle, modern hotel experience and individual hospitality come together. Whether a stylish hotel, high-quality serviced apartments or an urban meeting point with restaurant, yoga, gym and club – each house has its own character and offers our guests something special.

As the Guest Experience Circle, we connect these worlds and make our guests’ stay personal, uncomplicated and unforgettable.

As Guest Experience Manager, you ensure that our guests have inspiring experiences every day. You manage your shift, support our hosts, live our service promise and also recognise sales potential.

• Operational responsibility for smooth processes during shifts and sensible prioritisation of available resources.
• Ensuring an outstanding guest experience throughout the entire guest journey.
• Independent handling and resolution of demanding guest issues.
• Professional handling of complaints and challenging situations with appropriate decision-making authority.
• Active support of the team in daily business, especially in the evenings and at weekends.
• Implementation and assurance of defined service and quality standards.
• Responsibility for the design and operational implementation of the weekly programme as well as other guest activities in the resort.
• Care and maintenance of guest reviews as well as professional handling of feedback.
• Conducting practical training and introductions for our Guest Experience Hosts directly in the workday.
• Identifying and exploiting additional sales and upselling opportunities as well as promoting economic success.
• Contributing to the further development of processes, standards and digital solutions along the guest experience.
• Close collaboration with the various areas of the resort to provide our guests with a seamless and consistent experience.
• You have several years of operational experience in hospitality, tourism or a comparable service industry.
• You have experience at the front office and enjoy actively delighting guests.
• You have strong organisational skills and the ability to keep an overview even in hectic situations.
• You have entrepreneurial thinking as well as a sense for service quality, guest needs and sales opportunities.
• You are confident in using hotel and reservation systems as well as digital tools.
• You work independently, solution-oriented and responsibly.
• Your German and English skills are very good; additional languages are an advantage.

An attractive workplace amidst an extraordinary mountain world is guaranteed. You will become part of a dynamic, lively team and can help shape the further development of LAAX.

With us, you will find an environment where professionalism, pace, pragmatism and humanity belong together. Look forward to numerous employee benefits, such as free mountain rides, discounts in our shops, hotels and gastronomy businesses, as well as advantages for your family.

Start your professional adventure with the Weisse Arena Group by submitting your complete online application. We look forward to hearing from you.

Weisse Arena Hospitality AG

signinahotel

Sarah Stücker

Tel. 081 927 90 10

www.weissearena.com I www.laax.com I signinahotel I rocksresort