Guest Experience Manager

Job Description

Join TUI Hotels & Resorts as a Guest Experience Manager at TUI SUNEO Palm Beach Skanes Monastir. In this role, you will be responsible for enhancing the overall guest journey by ensuring exceptional service standards throughout the stay. Your duties will include welcoming and assisting guests, handling guest inquiries and requests, resolving complaints efficiently, coordinating with operational departments, and driving guest satisfaction through personalized, professional, and friendly service at all times.

Due to local employment restrictions we may only consider local candidates who already have the right to live and work in Tunisia.

Applications close on or before Wednesday 2nd July.

ABOUT OUR OFFER

• Meals and soft drinks during working hours
• Exceptional approach to learning including recognised hospitality qualifications, TUI Learning Lounge access with recorded and virtual courses.
• Career development, trainings and opportunities to work across TUI Group
• Contract provided in accordance with local legislation and entity of employment

ABOUT THE JOB

• Act as a TUI SUNEO brand ambassador with in-depth knowledge of the brand and ensure it is being delivered according to specifications.
• Conduct quality assessments and analyse guest feedback from channels like TripAdvisor and Qualtrics, implement improvement plans, report hotel quality and performance in regular meetings.
• You will manage and motivate your dedicated TUI SUNEO team and all support all hotel departments/colleagues to create a one team ethos.
• Demonstrate strong leadership skills and passion for customer experience.
• Maintain a strong relationship with all other Heads of Department, Management and key stakeholders across the TUI Group.
• Organize and attend hotel events, support VIP visitors, and special groups.
• Support staff development, conduct performance reviews, and provide training.
• Address guest requests and complaints and provide ongoing service and compliant resolution training to your team and wider colleagues.

ABOUT YOU

• Strong leadership skills, a positive and engaging character, great team player who leads by example.
• Confident in performance management (operations and team) and with strong communication skills.
• Ability to conduct quality assessments and analyse feedback
• Fully adaptable and flexible individual with the ability to work well under pressure.
• You will need strong organisational and time management skills.
• The ability to work with a wide range of departments and focus on the overall customer experience.
• Experience working witin guest service management or within hotel operations with guest interaction.
• Commitment to sustainability practices.

TUI Group is the world’s number one integrated tourism business. TUI Hotels & Resorts comprises over 400 hotel properties with 12 core brands that cover all areas of the leisure hotel market from price-conscious to luxury brands.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.