Jobs in Germany
ABOUT NUMA
Hey! We're numa. We're a dynamic, diverse hospitality brand that's offering uniquely designed apartments for the modern traveler. We specialize in the beauty of convenience and the delight of a design, with a totally digital guest experience and properties designed with intention.
Numa properties are located in the most exciting and vibrant neighbourhoods across Europe. We're not just disrupting the hospitality industry for our guests—behind the curtain, we're shaking up the way hotels operate. We've built a proprietary technology and data platform that makes running a hospitality operation more efficient than ever. We offer consistent quality and an unmatched guest experience.
ABOUT THE ROLE
The Head of Guest Experience will lead our specialised support teams, including the Senior Support Team, Tech Support Team, and Support Recovery Team. This role is pivotal in driving innovation and digitalisation within our guest experience operations. The ideal candidate will bring extensive experience in the hospitality industry or a similar fast-paced, consumer-facing environment, with a proven track record of setting up and leading fully digital support teams.
- Lead and manage the Senior Support Team, Tech Support Team, and Support Recovery Team, ensuring high standards of guest service and satisfaction.
- Drive the implementation of innovative digital solutions to enhance guest experience and streamline support processes.
- Develop and maintain a robust complaint handling and recovery framework, ensuring timely and effective resolution of guest issues.
- Train, mentor, and develop team members, promoting a strong focus on interpersonal communication and empathy in guest interactions.
- Be part of driving the digital transformation of our guest experience operations, implementing cutting-edge technologies and digital solutions to enhance efficiency and overall guest satisfaction.
- Collaborate with the Director of Guest Experience and the other Heads of Guest Experience to align support strategies with overall business objectives.
- Set, monitor and improve key performance indicators (KPIs) and prepare regular reports on team performance, guest satisfaction, and support metrics in close collaboration with our Data Analytics team.
ABOUT YOU
- Bachelor's or Master's degree (preferred) in Hospitality Management, Business Administration, Management, or a related field.
- Minimum of 3 years of experience in a fast-paced, consumer-facing environment.
- Proven experience in setting up and leading fully digital support teams.
- Excellent interpersonal and communication skills, with a strong focus on empathy and guest satisfaction.
- Strong leadership and team management skills, with a track record of developing high-performing teams.
- Strong understanding of digital tools and platforms used in customer support and service recovery.
- Demonstrated ability to handle and resolve complaints effectively and efficiently.
- Ability to analyse data and use insights to drive improvements and innovation in guest support.
- Highly organised, with excellent problem-solving skills and attention to detail.
ABOUT OUR OFFER
- Join an agile work environment with flat hierarchies where your ideas make an impact from the very beginning
- Build your own success story based on what you do well and how you want to grow
- Elevate your physical and mental wellness with our monthly benefit allowances
- Get to know your internationally diverse team during our events and retreats
- Spend a free night at your nearest numa stay upon starting and enjoy a 30% employee discount on personal stays in the coolest neighbourhoods in Europe
numa values the diversity of the people it hires and serves. Diversity at our company means fostering a workplace in which individual differences are recognised, appreciated, respected and responded to in ways that fully develop and utilise each person's talents and strengths. We therefore welcome applications from people of all races, ethnicities, disability statuses, ages, religions, gender identities, and sexual orientations.
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Helpful information
- Read what is m/f/d in the job title
- Learn how to find English speaking jobs in Germany
