**Description:** ---------------- We are offering a **Guest Experience Manager** position for the upcoming opening of our hotel **Amàre Sancti Petri in Chiclana de la Frontera, Cádiz**. You will be in charge of customer service, ensuring customer satisfaction goals are met and that the programs of activities, entertainment, and services provided at the hotel comply with established quality standards. You will work at **Fuerte Group Hotels**, a great family of top-level professionals with nearly seven decades in the hospitality industry, growing across distinctive brands especially in southern Spain. We are looking for someone like you, who wants to bring passion to their daily work while we help you grow and offer you a new experience as part of a great team with significant benefits: Competitive salary policy (fixed salary \+ variable). Unique working environment, excellent atmosphere surrounded by outstanding professionals. Development opportunities, career plans so we can grow together. Continuous training: we invest in and promote your talent. Special focus on improving your language skills. **Your typical day will sound like this…** * Communicate departmental objectives to animation and customer service staff, as well as review critical processes and area performances through daily mini-meetings, according to hotel standards. * Prepare shift and vacation schedules for Animation and Customer Service staff based on occupancy forecasts and workforce planning tools. * Manage and promote the entertainment program and services offered to guests. * Supervise, control, and organize entertainment activities carried out at the hotel, assigning tasks to staff, overseeing decoration, service delivery, setup, and addressing any guest needs. * Deliver special assistance services designated for VIP and special guests. * Attend to and advise guests regarding their requests to ensure a personalized experience. * Coordinate jointly with other departments and external providers the entertainment activities to be conducted at the hotel, ensuring the best possible guest experience. * Listen to, manage, and follow up on guest complaints during their stay at the hotel. * Achieve customer satisfaction targets on TripAdvisor, Booking, etc., and manage and follow up on customer complaints and improvement suggestions. * Prepare budgets and monitor expenses related to hiring entertainment activities such as evening events, anniversaries, parties, and special events held at the hotel. * Monitor external audits conducted on the department. * Carry out monitoring and supervision of the implementation of standards outlined in the Operational Environment Manual. * Collaborate with the Commercial Department during inspection visits from tour operators, agencies, press, and others. * Assist in designing the department's assigned budget and ensure its expenditure complies with hotel rules and procedures. * Select, evaluate, and contribute to the training and development of Customer Service team members according to the methodology established by the Human Resources Department, as well as support onboarding/integration processes. * Perform other duties within your scope as requested by your direct supervisor. * Comply with, and ensure compliance with, organizational standards regarding quality, safety and health, environment, and data protection. **Requirements:** --------------- **You are the ideal candidate if…** Diploma or University Degree in Tourism, Advertising, and/or Public Relations. Postgraduate studies in Event Management and Protocol / Public Relations / Tourism Animation or similar are desirable. Minimum of 2 years of experience as Guest Experience Manager and/or Public Relations Manager or similar role in 4\* or higher category hotels. English and French at B2 level. German at B1 level. Advanced knowledge of hotel management software. Intermediate level of Office. Share this opportunity with your contacts. Discover more job offers and learn about Fuerte Group Hotels at talent.fuerte\-group.com