Guest Experience Manager

Job Description

We are looking for a Guest Experience Manager who knows that great hotel experiences are often created through the little things. From a warm welcome at check-in to making sure every guest feels heard and valued, you will help shape memorable stays while keeping the guest experience smooth, personal, and professional..

Responsibilities

• Oversee the guest experience from arrival through departure.
• Build positive relationships with guests and respond promptly to requests.
• Handle complaints professionally and find practical solutions.
• Monitor guest feedback, reviews, and satisfaction trends.
• Coordinate with front office, housekeeping, food and beverage, and other hotel teams.
• Train and support team members on guest service standards.
• Organise special arrangements for VIPs, celebrations, and returning guests.
• Identify opportunities to improve hotel services and guest satisfaction.
• Maintain accurate records of guest concerns and resolutions.
• Prepare reports and recommend improvements based on guest feedback.

Qualifications

• Bachelor’s degree or equivalent qualification in Hospitality Management, Hotel Management, Business Administration, Tourism, or a related field.
• 3+ years of experience in guest relations, hotel operations, or a customer-focused management role.
• Strong communication and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Good knowledge of hotel service standards and guest experience practices.
• Confident leadership and team management skills.
• Strong organisational and multitasking abilities.
• Comfortable using hotel management systems and standard office software.
• A friendly, professional attitude with genuine attention to guest needs.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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