15 ott - Serravalle Scrivia
McArthurGlen Group
h3Descrizione dell'azienda /h3 pMcArthurGlen Group, Europe’s leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 20+ designer outlets in 8 countries. /p h3Descrizione del lavoro /h3 h3The Role /h3 pAt Serravalle Designer Outlet, we are looking for an exceptional bSenior Guest Experience Manager /b to elevate hospitality across the centre and make every visit feel welcoming, seamless and memorable. /p pYou will lead the full guest experience operation—from Guest Services, the Guest Lounge, Clienteling and personal shopping to family attractions, shopping services and premium parking—setting ambitious standards and ensuring they come to life every day. /p pLeading three direct reports, an in-house team of around 16 and approximately 25 partner colleagues, you will combine strategic thinking with visible operational leadership and help shape the future of Serravalle’s guest-facing spaces. /p h3What You’ll Be Doing /h3 ul liDefine and deliver Serravalle’s guest experience plan,
continually raising standards across the full guest journey. /li liLead, coach and develop the in-house team while holding outsourced partners accountable for quality and performance. /li liGuide premium services and personalised guest journeys that strengthen satisfaction, loyalty and commercial results. /li liUse guest feedback and KPIs to improve performance, resolve issues and identify new service opportunities. /li liOwn the Guest Experience budget, forecasting and cost control, balancing exceptional service with commercial value. /li liSource and manage suppliers, ensuring guest-facing areas are beautifully presented, maintained and operated to the highest standards. /li liPartner across Facilities, Tourism, Retail and luxury brands to deliver joined-up services and shape the redesign of key guest spaces. /li liParticipate in the centre duty management rota and respond confidently to operational incidents. /li /ul h3Job Description /
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