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2025-02-09
Publiceringsdatum
2025-01-22
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. As Head of Guest Experience & Community you will play a pivotal role in steering our iconic hotel towards new heights of innovation and growth, establishing new benchmarks in luxury hospitality in both the Nordic region and internationally.
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.
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.
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:
- Manage a dedicated budget to continually improve the guest experience.
- Lead the guest service team to deliver high-quality service.
- Address and handle guest requests and complaints in a professional and solution-oriented manner.
- Develop and implement improvements to enhance the guest experience.
- Build long-term customer relationships that strengthen our new market position.
- Monitor and analyze guest feedback to identify trends and areas for improvement.
- Ensure world-class service by developing strategies to continuously raise standards.
- Prepare for VIP guest arrivals.
- Oversee room allocation to provide an optimal and memorable experience for guests.
- Work closely with other departments to ensure seamless and high-quality service.
- Ensure each guest receives a personalized, first-class experience.
- Act as an ambassador for the hotel’s brand and values.
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.
- Ability to motivate and inspire the team.
- Proactive and independent work approach.
- 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
