Residence Guest Experience

Description

Position Summary: We are seeking a Guest Experience professional to ensure an excellent end-to-end experience for customers and coordinate all pre-stay, stay, and post-stay operations. Key Highlights: 1. Comprehensive post-sale customer/group management 2. Daily operational coordination with various departments 3. Execution of cross-selling and up-selling commercial actions **We are looking to hire a Guest Experience professional to strengthen our Operations team.** Your mission will be to guarantee an excellent end\-to\-end experience for customers and customer groups of the Rafa Nadal Academy, acting as the primary point of contact after the Sales department closes the sale, and coordinating all pre\-stay, stay, and post\-stay operations. **What will you do upon joining the team?** * **Comprehensive post-sale customer/group management:** Includes handover from Sales/Call Center, reservation validation, guest preferences and contracted services, and serving as the single point of contact. * **Daily operational coordination:** With accommodation, sports programs, reception, F\&B, transportation, and complementary services, managing pre-arrival confirmations, logistics, rooming lists, schedules, and in-stay requirements. * **Execution of commercial actions:** Implementing cross\-selling and up\-selling opportunities during pre\-stay, stay, and post\-stay. * **Incident and quality management:** Resolving issues with traceability and escalation when necessary, ensuring RNA-defined experience standards. * **Operational-financial control and post-stay closure:** Validating delivered services, coordinating with Finance for administrative closures, collecting feedback, and identifying loyalty-building opportunities. * **Continuous improvement of the post-sale model:** Standardizing processes, optimizing operations, and proposing enhancements to communication and customer experience. **What do we value in this position?** * 2–4 years of experience in hospitality, guest relations, customer experience, or operations. * High proficiency in Spanish and English (additional languages are valued). * Strong service orientation, attention to detail, and cross-departmental coordination skills. * Ability to manage high operational volume and peak activity periods. * Familiarity with PMS, CRM, ticketing systems, and office productivity tools. * Proven experience coordinating complex, multi-area operations. * Excellent communication, planning, and stakeholder management skills. **What do we offer?** * Immediate hiring * Temporary contract covering a medical leave