Head of Guest Experience

8 hours ago

Stockholm, Sweden Sheraton Stockholm Hotel - Stockholm Full time

Step into a role that redefines excellence at the Sheraton Stockholm Hotel, a hallmark of hospitality since 1971 in the heart of Sweden's bustling capital. Aligned with the innovative Archer Hotel Management and Marriott International, we merge rich cultural history with modern luxury and a deep dedication to sustainability.

Head of Guest Experience & Community

As Head of Guest Experience, you ensure delivery of high-quality service at every touchpoint, creating a seamless and exceptional experience for all guests. You will actively work with guest feedback to continuously enhance their experience.

The role involves identifying areas for improvement, implementing strategic solutions, and collaborating with various departments to deliver a first-class guest experience. As Head of Community, you are the hub, a key player connecting the hotel with its guests through an exciting range of events, pop-ups, collaborations, and gatherings. You will develop partnerships with local businesses that enhance our brand value and enrich the guest experience.

You will build relationships with local organizations that strengthen our hotel experience in areas such as food and beverage, retail, sports, music, art, fashion, design, and charity. You will identify collaboration opportunities for our lobby and outlets, organizing a monthly calendar of events aimed at creating exciting and unique experiences for our guests and members. You will establish personal relationships with long-term residents and returning guests, understanding their needs and preferences while ensuring their requests are met seamlessly.

Responsibilities:

1. Manage a dedicated budget to continually improve the guest experience.
2. Lead the guest service team to deliver high-quality service.
3. Address and handle guest requests and complaints in a professional and solution-oriented manner.
4. Develop and implement improvements to enhance the guest experience.
5. Build long-term customer relationships that strengthen our new market position.
6. Monitor and analyze guest feedback to identify trends and areas for improvement.
7. Ensure world-class service by developing strategies to continuously raise standards.
8. Prepare for VIP guest arrivals.
9. Oversee room allocation to provide an optimal and memorable experience for guests.
10. Work closely with other departments to ensure seamless and high-quality service.
11. Ensure each guest receives a personalized, first-class experience.
12. Act as an ambassador for the hotel’s brand and values.

Qualifications:

1. Minimum 5 years of experience in the hotel industry.
2. At least 3 years of team management experience, including at least 2 years in a leadership role in guest service or equivalent.
3. Excellent communication skills in both Swedish and English, spoken and written; additional languages are a plus.
4. Solid experience in hotel operations, including food and beverage.
5. Deep knowledge of Stockholm, particularly events, brands, and the food and beverage scene.
6. Ability to motivate and inspire the team.
7. Proactive and independent work approach.
8. Excellent problem-solving skills with a focus on guest needs and expectations.

This is a permanent full-time position following a 6-month probation period and we adhere to collective bargaining agreements.

If you would like to know more about the role please contact Nuno Almeida, Director of Operations & Concept Development, at nuno.almeida@sheratonstockholm.com.

The Sheraton brand, established in 1937, has been synonymous with excellence in hospitality. The Sheraton Stockholm Hotel, opened in 1971 as the first international 5 star hotel in Stockholm, and it’s an icon in Sweden’s capital city. As part of Marriott International, Sheraton Stockholm Hotel is providing guests with thoughtful amenities, contemporary accommodation, and the best city center location. Our commitment to sustainability aligns with our owner Archer Hotel Management's ethos, making us a unique choice for conscientious travelers.

Redefining the Essence of Hospitality

We have recently started our much-anticipated renovation journey at Sheraton Stockholm. This marks the beginning of our mission to redefine the essence of hospitality. We will transform all our spaces, hotel rooms, implement new food and beverage concepts and expand our gym and wellness. As we embark on this transformation, we are seeking the best industry people to join our team.

About Archer Hotel Management

Archer Hotel Management (AHM) is the operational arm of Archer Hotel Capital (AHC), committed to pioneering sustainable management of upscale and luxury hotels in Europe. AHM is dedicated to making a 'world of difference,' empowering teams to foster entrepreneurial cultures and deliver operational excellence. Our commitment includes achieving net zero carbon emissions by 2030 and gaining third-party certification for sustainable practices.

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