Guest Experience Manager

Job Summary

We are seeking a highly motivated and customer-focused Guest Experience Manager to oversee and enhance the guest experience. Reporting to the Hotel Manager and General Manager, this role is responsible for ensuring guest satisfaction by anticipating needs, resolving concerns, and exceeding expectations. The Guest Experience Manager will work closely with all departments to implement company policies and deliver seamless service, creating a welcoming and memorable stay for all guests.

Responsibilities:

• Oversee and inspire the team to deliver outstanding service, ensuring a seamless and memorable guest experience.
• Work closely with the Front Office Manager to ensure smooth day-to-day operations.
• Pre-check guest requirements and ensure all necessary arrangements are in place before arrival.
• Communicate guest requirements with all relevant departments and ensure flawless execution upon arrival.
• Conduct daily VIP list reviews, arrange corresponding activities, and ensure full implementation of the VIP Policy.
• Ensure all VIP rooms are pre-checked, cleaned, and fully prepared before guest check-in.
• Address all guest comments and complaints promptly, ensuring proper documentation and resolution.
• Implement training programs to enhance service excellence and team performance.
• Be fully knowledgeable about all hotel promotions, events, and services.
• Maintain strict personal hygiene, appearance, and a professional demeanor at all times.
• Ensure smooth communication and coordination with Front Office, Housekeeping, F&B, Maintenance, and Reservations teams.
• Regularly review and uphold service standards through targeted training and continuous improvement initiatives.

Requirements:

• Bachelor’s degree in business, hospitality, or a related field.
• Minimum of 3 years of experience in a hotel front office or similar role.
• A customer-focused mindset with a passion for hospitality.
• Ability to engage professionally with guests and staff, ensuring clear and effective interactions.
• Strong communication and problem-solving skills.
• Ability to maintain composure, efficiency, and professionalism in a fast-paced environment.
• Strong attention to detail with the ability to prioritize tasks effectively.
• Mature, courteous, and cooperative, with excellent interpersonal and teamwork abilities.
• Strong command of Microsoft Office suite.
• Willingness to work varied hours, including weekends, evenings, and holidays, as required.