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Hotel Guest Experience Director

1 week ago

Stockholm, Stockholm, Sweden Sheraton Stockholm Hotel - Stockholm Full time
Company Overview\
Established in 1937, Sheraton has been a symbol of excellence in hospitality. The Sheraton Stockholm Hotel, opened in 1971, is an icon in Sweden's capital city. As part of Marriott International, Sheraton Stockholm Hotel provides guests with thoughtful amenities and the best city center location. Our commitment to sustainability aligns with our owner Archer Hotel Management's ethos.

Job Description\
We are seeking a Head of Guest Experience & Community to redefine excellence at the Sheraton Stockholm Hotel. You will ensure delivery of high-quality service at every touchpoint, creating a seamless and exceptional experience for all guests. Key Responsibilities\
• Manage guest service teams to deliver high-quality service
• Address and handle guest requests and complaints in a professional manner
• Develop and implement improvements to enhance the guest experience
• Build long-term customer relationships that strengthen our market position
• Monitor and analyze guest feedback to identify trends and areas for improvement

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

About Archer Hotel Management\
Archer Hotel Management is the operational arm of Archer Hotel Capital, committed to pioneering sustainable management of upscale and luxury hotels in Europe.