About the Role

Our client, a leading consultancy firm specializing in the hospitality sector, is seeking a highly skilled and insightful Consultor de Experiencia del Cliente en Hotelería (Remoto) to advise hotels and resorts on enhancing guest satisfaction and loyalty. This is a fully remote, contract-based position where you will leverage your expertise to analyze customer journeys, identify pain points, and develop strategic recommendations for service improvement. The idóneo candidate possesses a deep understanding of the guest experience lifecycle, exceptional analytical skills, and the ability to communicate complex strategies effectively to diverse stakeholders. You will play a crucial role in helping clients elevate their service standards and differentiate themselves in a competitive market, all from your remote workspace.

Key Responsibilities

- Conduct comprehensive audits of customer service processes and guest touchpoints within hotels and resorts.
- Analyze guest feedback data (surveys, reviews, social media) to identify trends and areas for improvement.
- Develop personalized strategies and action plans for clients to enhance guest satisfaction, loyalty, and retention.
- Advise on service standards, staff training programs, and operational enhancements to optimize the guest experience.
- Collaborate with client teams to implement recommended changes and monitor their effectiveness.
- Prepare detailed reports and presentations outlining findings and strategic recommendations.
- Stay abreast of the latest trends and best practices in customer experience management within the hospitality industry.




- Provide expert guidance on technology solutions that can improve guest interactions.
- Facilitate virtual workshops and training sessions for client staff on customer service excellence.
- Evaluate the competitive landscape and benchmark client performance against industry leaders.

Requirements

- Bachelor's degree in Hospitality Management, Marketing, Business, or a related field.
- Minimum of 5 years of experience in customer experience management, guest relations, or a related role within the hospitality industry.
- Proven ability to analyze customer data and translate insights into actionable strategies.
- Strong understanding of the guest journey in hotels and resorts.
- Excellent analytical, problem-solving, and critical thinking skills.
- Outstanding written and verbal communication skills, with strong presentation abilities.
- Proficiency in data analysis tools and presentation software.
- Experience working remotely and managing projects independently is essential.
- Knowledge of various hotel operational areas (front desk, F&B;, housekeeping).
- A passion for service excellence and guest satisfaction.

Benefits

This contractor position offers a competitive hourly rate commensurate with experience. You will have the flexibility to work remotely and manage your own schedule, making it ideal for experienced professionals seeking project-based work. Our client provides challenging and rewarding projects, allowing you to leverage your expertise to make a significant impact across various hospitality businesses. Gain exposure to diverse hotel operations and contribute to elevating the standards of guest service globally.

📌 Consultor de Experiencia del Cliente en Hotelería (Tuxtla Gutiérrez)
🏢 Placements24
📍 Tuxtla Gutiérrez