Guest Experience Manager – Dreams Madeira Resort Spa & Marina

Job description

At Hyatt, “We care for people so they can be their best” – a purpose that is lived every day through our values of Empathy, Integrity, Respect, Experimentation and Wellbeing. When you join us, you become part of a growing global family with more than 1,150 hotels in over 70 countries – a company proud to be recognized as a Great Place to Work.

Being part of Hyatt means always having space to be you. We are passionate about diversity, equity and inclusion. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities and identities.

Lead the Way: Guest Experience Manager Position at Dreams Madeira Resort Spa & Marina (5-Star Resort)

We are looking for a dynamic and operational Guest Experinece to lead the customer experience at Dreams Madeira Resort Spa & Marina, part of Hyatt's Inclusive Collection.

The ideal candidate will bring strong leadership capabilities, an operational mindset, and a proven track record in managing upscale or resort operations. A background in resorts or large-scale hospitality operations is strongly preferred. Portuguese-speaking candidates are highly desirable, though not mandatory.

Your mission:
As Guest Experience Manager, you will be responsible for ensuring the highest standards of guest experience and operational excellence. Reporting directly to the General Manager, you will lead a concierge team and an Assistant Guest Experience Manager, and drive the Hyatt brand culture and vision.

Your main responsibilities will be: ·

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Oversee daily guest experience operations to ensure service excellence across all touchpoints.

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Lead, coach, and motivate frontline teams to deliver consistently high-quality guest interactions.

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Handle guest feedback, complaints, and special requests, ensuring timely and effective resolutions.

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Monitor service standards and implement improvements to enhance overall guest satisfaction.

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Collaborate with other departments (Front Office, F&B, Housekeeping) to ensure seamless guest journeys.

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Analyze guest satisfaction metrics and develop action plans for continuous improvement.

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Support staff training initiatives focused on hospitality, communication, and brand standards.

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Ensure compliance with company policies, safety standards, and brand guidelines.

What you'll love about us:

· Complimentary access to a comprehensive Wellness Platform, with a strong focus on mental health and holistic wellbeing
· A clear path for career development and internal promotion opportunities within the Hyatt family worldwide
· The opportunity to lead a flagship resort in Madeira as part of a global and fast-growing hotel group
· A purpose-driven company culture that values people first, always, the community

Desired profile

Qualifications :

What we expect from you:

·  Previous experience as a Guest Experience Manager in a resort or large hotel
·  Experience in high-volume resort operations, ideally with more than 200 rooms, multiple F&B outlets
· 
A hands-on, operational leader who is present with the team and guest

·  Exceptional interpersonal and communication skills
·  Strategic thinker with a passion for innovation and guest experience
·  Fluency in English & Portuguese is required
·  Willingness to relocate and reside full-time in Madeira, Portugal
·  High integrity and a genuine passion for hospitality

Join us in Madeira and lead a talented team in a stunning location, under a brand that cares deeply about people and purpose.