Co-Lead Guest Experience/ signinahotel/rocksresort/ 100%

The Weisse Arena Group in LAAX is a pioneer in alpine tourism and an enthusiastic community for unique mountain adventures. With mountain railways, hotels, gastronomy, sports and rental shops, as well as the LAAX School, we create unforgettable experiences for our guests – and attractive jobs for our employees.

Three houses, three different worlds, one common claim: special guest experiences with personality. In the signinahotel, in the rocksresort, and in the Riders Hotel, alpine lifestyle, modern hotel experience, and individual hospitality come together. Whether it's a stylish hotel, high-quality serviced apartments, or an urban meeting point with a restaurant, yoga, gym, and club – each house has its own character and offers our guests something special.

As the Guest Experience Circle, we connect these worlds and make our guests' stays personal, uncomplicated, and unforgettable.

At the rocksresort, signinahotel, and Riders Hotel, you will be jointly responsible for the Guest Experience Circle with the Co-Lead Guest Experience Operations. You will ensure that our guests experience a consistent, high-quality experience at every touchpoint and continuously develop the area. You will take responsibility for the guest experience on the front lines and within the resort, as well as for value generation along the Guest Journey.

What you will achieve

• Joint overall responsibility for the Guest Experience area in a co-lead model
• Ensuring a consistently positive guest experience across all hotels and contact points
• Development and implementation of measures to increase guest value, particularly through upselling and offers during the stay
• Leadership, coaching, and further development of Welcome Hosts, as well as promotion of an independent and service-oriented work approach
• Further development and assurance of service standards, the entire Guest Journey, as well as professional handling of complaints and difficult situations
• Responsibility for review and feedback management as well as the continuous improvement of guest satisfaction
• Management and further development of systems and digital applications used along the Guest Journey
• Close collaboration with Hospitality Services, Housekeeping, F&B, Revenue Management, and other relevant areas
• Mutual representation within the co-lead model, as well as joint decisions on operational issues and measures for resolving guest complaints
• Planning, implementation, and responsibility for Hospitality, Guest Experience, and Digitization projects

What makes you stand out

• Several years of experience in the hotel or hospitality industry, ideally with initial leadership experience
• Strong understanding of Guest Experience, service quality, and operational processes
• Enjoyment in developing employees and successfully implementing changes
• High initiative, decisiveness, and a strong sense of responsibility
• Analytical thinking as well as confident handling of key figures and digital systems
• Strong communication skills and the ability to coordinate across departments
• Resilience, as well as calmness and overview even in challenging situations
• Very good knowledge of German and English

Weisse Arena Hospitality AG
signinahotel/rocksresort

Sarah Stücker
Tel. 081 927 90 10

www.weissearena.com I www.laax.com I signinahotel I rocksresort