**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:** · + Oversee daily guest experience operations to ensure service excellence across all touchpoints. + Lead, coach, and motivate frontline teams to deliver consistently high-quality guest interactions. + Handle guest feedback, complaints, and special requests, ensuring timely and effective resolutions. + Monitor service standards and implement improvements to enhance overall guest satisfaction. + Collaborate with other departments (Front Office, F&B, Housekeeping) to ensure seamless guest journeys. + Analyze guest satisfaction metrics and develop action plans for continuous improvement. + Support staff training initiatives focused on hospitality, communication, and brand standards. + 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 **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. **Primary Location:** PT-Madeira-Canical **Organization:** Hyatt **Job Level:** Full-time **Job:** Hotel Operations **Req ID:** CAN003300 Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.