Guest Experience Manager

The Guest Experience Manager is responsible for ensuring exceptional guest satisfaction throughout the entire guest journey—from pre-arrival to post-departure. The role focuses on enhancing service quality, resolving guest concerns, managing VIP and special guests, monitoring guest feedback, and driving service culture across all departments. The Guest Experience Manager serves as the main ambassador of hospitality standards within the hotel.

Guest Experience & Service Quality

• Ensure every guest receives a personalized, seamless, and memorable experience.
• Oversee guest interactions and address guest concerns or complaints promptly and professionally.
• Handle VIP, VVIP, repeat guests, and special requests with high attention to detail.
• Conduct daily lobby presence to meet, greet, and assist guests.
• Monitor service delivery across all touchpoints to ensure consistency.

Pre-Arrival, In-House & Post-Stay Coordination

• Review arrival lists daily and coordinate VIP preparation with Housekeeping, F&B, and Front Office.
• Ensure special amenities, room inspections, and welcome arrangements are completed.
• Conduct courtesy calls and follow-up checks for in-house guests.
• Oversee departure experience, ensuring smooth check-out and feedback collection.
• Manage guest communication before and after stay.

Guest Feedback & Reputation Management

• Monitor guest feedback from surveys, online review platforms, comment cards, and social media.
• Respond to guest reviews professionally and in alignment with hotel standards.
• Analyze feedback trends and prepare weekly/monthly reports for management.
• Develop and implement improvement strategies to enhance guest satisfaction scores.

Service Culture Training & Standards

• Conduct ongoing service training, grooming checks, and soft-skills coaching for staff.
• Ensure departments follow hotel service standards and SOPs.
• Support new staff induction with a focus on guest service culture.
• Develop engagement programs to improve employee hospitality behavior.

Coordination Between Departments

• Act as the liaison between Front Office, F&B, Housekeeping, Spa, Engineering, and Security to resolve guest issues.
• Communicate guest preferences, allergies, and special notes to relevant teams.
• Lead daily operational briefings to highlight important guest notes and priorities.

Complaint & Incident Management

• Handle complex service recovery cases and provide compensation within authority limits.
• Maintain detailed logs of guest complaints and resolutions.
• Ensure corrective actions are taken and communicated to department heads.
• Support crisis management and emergency response when needed.

Administrative & Reporting Duties

• Prepare daily guest experience summary reports.
• Maintain updated guest preference profiles in the PMS/CRM.
• Track and report key performance indicators related to guest satisfaction.
• Support budgeting for guest amenities, loyalty programs, and service enhancements.

• Degree or Diploma in Hospitality, Tourism Management, or related field.
• Multilanguage skills
• 7 years’ experience in Guest Relations, Front Office, or customer service management.
• Strong leadership and interpersonal skills.
• Exceptional communication skills—polite, professional, and confident.
• Experience with PMS/CRM systems (Opera/Protel/Fidelio or similar).
• Strong problem-solving skills and ability to handle high-pressure situations calmly.
• High attention to detail and excellent grooming.
• Ability to work flexible hours, including weekends and holidays