Senior Service Designer

As the (Senior) Service Designer you’ll take a 360° view on the physical in-house experience of our guests always striving for the new best standards and guidelines on our physical experience, up levelLing our guest satisfaction in a scalable way.

You are a champion of innovation, leveraging insights from across the spectrum of service design, user experience, operational excellence, and product management practices to create a cohesive and delightful experience for our guests.

In this role you will delve into the intricate journey of our guests, identify areas of opportunity, and spearhead initiatives that elevate both the tangibles and intangibles of their stay. Developing answer to questions like: what’s the best room design for business travellers? What would be the ideal sleeping experience? How does the ideal arrival experience look like? How can guests find what they need at every time?

ABOUT THE ROLE:

• • Service Design: Craft and implement a comprehensive service design strategy that encapsulates key touch points of our guest’s journey, focussing on in-house experience and physical comfort and ambiance of their stay.

• • In-house Guest Experience: Continuously explore guest feedback to enhance the service experience, focusing on creating memorable moments that resonate on an emotional level while ensuring practical needs are seamlessly met.

• • Operational Excellence: Work closely with operational teams to embed service design principles into daily practices, ensuring a flawless execution of guest experiences that are as efficient as they are exceptional.

• • Cross-Functional Collaboration: Foster strong collaborative relationships with the Brand, Interior Design, Operations and Operational Quality teams to ensure a unified approach to guest satisfaction, operational efficiency, and aesthetic excellence.

• • Hypothesis and Data Driven: Utilise both qualitative and quantitative data to guide decisions, leveraging tools like guest reviews, NPS, and direct feedback to refine and innovate service offerings continually.

• • Project and Product Management: Oversee the development and implementation of guest-centric products and services, from conception through execution, ensuring they align with our brand’s standards of quality and innovation.

• • Measurement of success: We are impact driven and we expect you to be always eager to argue with data and proof impact by well designed experiments that are measurable.

ABOUT YOU:

• • Frequent Traveler: Experiencing our service first hand and getting in touch with real guests will be key to succeed in this role. Willingness and interest for frequent travels through our properties across Europe is a must. Not constantly but 2-3 time à 2-4 days a month.

• • Experience: Proven track record in service design, guest experience management, or a related field, preferably within the hospitality industry. A background in interior or industrial design, architecture, or similar is highly advantageous.

• • Skills: Exceptional analytical and creative thinking skills, adept at problem-solving and innovation. Strong project management abilities, with experience in leading cross-functional teams.

• • Mindset: A guest-first and hands-on approach to service design, with a passion for uncovering and fulfilling the unspoken needs of our guests. Energetic, forward-thinking, and ready to challenge the status quo.

• • Education: A bachelor’s or master’s degree in Design, Product Management, Industrial/Interior/User Experience Design, Hospitality Management, Business Administration, or a related field.