Vacant job

Walking through the front doors of Jacyz gives you a pulse just by that. It’s a wow that hits you next and follows you all the way up to the 28th floor. Here, all adults become young again, and you can truly feel the American glamorous red thread woven into the details. We have everything gathered under one roof; experience the concert, enjoy sharing plates with a view over Gothenburg, or dive into the pool to the beat of our own DJs.

We create world-class experiences, memories for life, and a workplace to be truly proud of, and we live our core values in everything we do. Being Passionate, Professional, Playful & Personal is what makes us unique and what helps us grow.

Now we are looking for you, our new Guest Excellence Manager!

We are currently looking for a new colleague to Team Jacy’z in the role of Guest Excellence Manager.

With a proactive approach, you are expected to drive the guest experience forward together with our departments through high presence in operations and the use of analytical insights from guest data and direct feedback from our guests, which you will actively seek out in your operational role. Your role spans all departments at Jacy’z, where you inspire and develop service and team performance. With your charisma and genuine sense of service and hospitality, you create a memorable stay for both existing and future guests.

The GEM also has a responsibility to guide our guests during their stay while optimizing the house's outlets; you know where in the house the guest will feel best in the next step, and we do not leave it to chance, but you work systematically with this together with the entire house daily.

What does a Guest Excellence Manager do? 

· Guest Focus: The main goal is to create a superior guest experience and promote guest satisfaction. The team strives to build and strengthen relationships with guests to create regulars.

· Ambassadors: Expected to act as role models for the house. They work to motivate and develop employees to ensure high service standards and that the organization's culture is upheld.

· Guest Journey: Through high presence in operations and listening to guest feedback, the team ensures the guest journey before, during, and after the guests' physical stay. The team should strive to always be present during peak hours in the operational activities of the different departments.

· GEM Schedule: Works according to a schedule that adapts to the needs of the business, booking situation, and guest segments.

· Daily Briefs: Leads short informative all-house briefs with responsible individuals from each department. Shares important information and sees how to assist each other across departments for successful service.

· First & Last Hour: Ensures that every part of Jacy’z is experienced as intended by systematically touching every area of the house during their shifts. Management by acting is the guiding principle where the entire team works to get all employees at Jacy’z to see and act so that our environments are always experienced as we intended.

· House Concierge: It is expected that the GEM is the house expert on being updated on what is happening and when to guide our hotel guests, restaurant and bar guests, wellness guests, and office guests who all pass through.

About the position

Employment type: Full-time, working hours varied days, evenings, and weekends.  Start date and salary: Salary according to agreement and start date by arrangement.

So, who are you?

To succeed in this role, we see that you need to have...

…a keen eye for details, as well as a desire to overdeliver on guest expectations

…the capacity to see through the guest's eyes and anticipate any friction in the guest experience in balance with operations

…an analytical, solution-oriented mind based on data

…experience from previous operations within hotels, conferences, or F&B

About the process:

We will call for interviews continuously, the last application date is 3/7 

If you do not meet all the exact requirements in the ad, do not hesitate to submit an application anyway; we are ready to consider applicants with relevant work experience and education.

With us, you get a workplace with development opportunities, both within the house as well as within ESS Group. We constantly work on developing our employees through internal training in leadership, stress management, and much more. As an employee with us, you will have access to extremely nice discounts at our destinations and restaurants throughout the Nordic region. We also organize festivities and other fun activities to keep the team together. In addition, you will receive a secure employment, wellness allowance, and incredible colleagues who may even become your friends for life!