Guest Experience Manager

The Guest Experience Manager is responsible for ensuring exceptional guest satisfaction throughout the entire guest journey. This role focuses on enhancing service quality, managing guest feedback, and creating memorable experiences aligned with the hotel’s brand standards.
• Oversee and manage all guest experience activities across departments
• Monitor guest satisfaction scores (e.g., surveys, online reviews) and implement improvement plans
• Handle VIP guests, special requests, and complaints professionally and promptly
• Coordinate with Front Office, Housekeeping, F&B, and other departments to ensure seamless service delivery
• Develop and implement guest engagement programs and personalized services
• Train and coach staff on service excellence and guest interaction standards
• Analyze guest feedback and generate reports for management
• Ensure compliance with brand standards and service procedures
• Lead guest recovery strategies to resolve service failures effectively

Minimum 3–5 years of experience in Front Office / Guest Relations / similar role
Excellent command of English (additional languages are a plus)
Strong leadership, communication, and problem- solving skills
Customer- oriented mindset with attention to detail
Ability to work under pressure and handle difficult situations
Bachelor’s degree in Hospitality Management or related field

Competitive salary and service charge
Insurance and other benefits according to company policy
Training and career development opportunities
Professional working environment in a 4–5 star hotel

Cập nhật gần nhất lúc: 2026-04-16 14:05:04