Customer Experience Lead

13 hours ago


Stockholm, Stockholm, Sweden Förvaltnings AB Tegelbacken Full time
Join Our Team

The Sheraton Stockholm Hotel is part of Marriott International, one of the world's largest and most respected hospitality companies. We offer a dynamic and inclusive work environment that values diversity and inclusion. Our employees enjoy a range of benefits, including employee discounted rates at over 8,000 hotels worldwide.

We are currently seeking a Customer Experience Lead to join our team and contribute to our mission to redefine the essence of hospitality. As a key member of our team, you will be responsible for overseeing daily operations, managing check-ins and check-outs, handling guest inquiries and complaints, and collaborating with other departments to maintain smooth operations.

This role involves leading the front office team, managing scheduling, recruitment, performance reviewing, and training. A strong focus on delivering exceptional customer service and optimizing efficiency is key to success in this position. You will actively work with guest feedback to continuously enhance their experience.

Key Responsibilities:
  • Manage daily front office operations, including scheduling, recruitment, performance reviewing, and training.
  • Maintain high levels of customer satisfaction by ensuring personalized service and addressing guest concerns/needs promptly.
  • Coordinate with other departments to ensure smooth operations.

Qualifications:
  • Minimum of 4 years of experience in the hotel industry.
  • At least 3 years of team management experience 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.
  • Ability to motivate and inspire the team.
  • Proactive and independent work approach.
  • Values active involvement in daily operations and considers leading the team essential.
  • Excellent problem-solving skills with a focus on guest needs and expectations.

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