Guest Experience Manager

Join TUI Hotels & Resorts as a Guest Experience Manager (internally known as TUI BLUE Experience Manager) where you will support the hotel operation and drive the TUI BLUE hotel brand delivery with every guest interaction and touchpoint. You will empower your team to deliver an exceptional hotel guest service, anticipate and resolve any issues and provide all hotel guests with an unforgettable holiday experience. 

This role is located at TUI BLUE Kalamota, Dubrovnik, Croatia and open to international candidates with experience leading or managing guest relations/guest experience - preferably working in an international leisure hotel brand or hotel resort background. 

ABOUT THE OFFER

• Local hotel contract provided.
• Meals and soft drinks during working hours.
• colleague discount, use of hotel facilities.
• Friends & family discounted rates.
• Exceptional approach to learning including recognised hospitality qualifications, TUI Learning Lounge access and language licenses.
• 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 BLUE hotel brand ambassador with in-depth knowledge of the brand and ensure it is being delivered according to TUI 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 BLUE 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 development reviews, and provide regular 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.
• Must have a strong understanding of English both written and verbal.
• Confident in performance management, 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.
• Previous experience in hotel operations and guest experience management within a hotel resort setting.
• 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.