GUEST EXPERIENCE MANAGER

Sofitel Legend Casco Viejo Panama is located in the heart of the Historic District of Casco Viejo Panama, a UNESCO protected site and United Nations designated world heritage. The Hotel provides superior Waterfront location, a diverse mix of facilities and outstanding service, attracting leisure and business clientele seeking a luxury experience in the context of a historic locale. Sofitel Legend Casco Viejo offers an intimate ambiance, outstanding facilities along with a wide range of bespoke services.

• Lead the Guest Experience and Legendary Services team, ensuring personalized, intuitive, and memorable guest experiences.
• Ensure the consistent execution of Accor Premium Luxe, Sofitel Legend, LQA standards, and the brand’s signature rituals.
• Maintain effective communication and strong interdepartmental relationships to ensure a seamless operation focused on the guest.
• Oversee the complete experience of VIP and loyalty guests, from pre-arrival through departure, including personalized follow-up and itineraries.
• Monitor guest feedback, incidents, and opportunities for improvement through TrustYou (VOG), ensuring appropriate follow-up and service recovery.
• Lead team performance, training, development, motivation, and grooming standards, while maintaining a highly visible presence with guests and Heartists.
• Manage the department’s administrative and analytical operations, including Alice, Royal Service, Opera Cloud, reporting, purchasing, and departmental records.
• Promote the ALL – Accor Live Limitless loyalty program and ensure VIP and loyalty procedures are consistently met or exceeded.
• Ensure the highest standards of personal presentation, image, and grooming are consistently maintained across the Guest Experience and Legendary Services teams.
• Drive continuous improvement initiatives in the guest experience by identifying opportunities, analyzing trends, and implementing actions that elevate service standards, guest satisfaction, and loyalty.