Guest Experience Manager

About the role

The Guest Experience Manager welcomes and engages guests from arrival through departure, ensuring personalized assistance and a memorable stay. This role coordinates with multiple hotel departments to deliver seamless service and resolve any issues promptly.

Key responsibilities

• Welcome and engage guests upon arrival, providing personalized assistance and comprehensive information on hotel services, amenities, facilities, and local attractions.
• Handle and resolve guest complaints, concerns, and special requests promptly and professionally.
• Supervise and support the Guest Services team, ensuring smooth daily operations and high service standards.
• Conduct coaching and training to enhance team communication, service delivery, and guest engagement.
• Monitor and analyze guest feedback from surveys, online reviews, and direct interactions to identify trends and improvement opportunities.
• Collaborate with Housekeeping, Maintenance, Food & Beverage, and other departments to coordinate and resolve guest requests and operational issues.
• Develop and implement guest experience initiatives, events, and personalized services such as special packages and customized greetings.
• Oversee hotel management systems and guest service processes to ensure accurate check‑ins, check‑outs, reservations, and guest records.
• Manage guest communication and service recovery during emergencies or operational disruptions.
• Promote hotel services and facilities, including dining, spa, and recreational experiences, based on individual guest preferences.
• Train team members on effective upselling and cross‑selling while maintaining a guest‑focused approach.
• Recommend and implement improvements to guest experience processes based on feedback and industry best practices.

Required profile

• Previous experience in a customer service role, preferably within the hospitality industry.
• Excellent communication and interpersonal skills.
• Strong problem‑solving abilities and a proactive approach to guest satisfaction.
• Ability to remain calm and professional in high‑pressure situations.
• Proficiency in relevant computer applications and hotel management systems.
• Gracious, friendly, and fun demeanor with high attention to detail.
• Ability to multitask in a fast‑paced environment and maintain strong verbal and written English skills.
• Ability to work independently and collaboratively to foster teamwork.