Guest Experience Manager

Job Description

Develop and manage guest experience from concept to execution, to test new service models, technologies, or engagement strategies.Collaborate with cross-functional teams (marketing, operations, sales, fnb, etc.) to design an experience aligned with brand goals.Prototype new guest touchpoints (e.g., check-in processes, personalized services, surveillance, aftersales experience, etc).Collect and analyze guest feedback, operational data, and experience results to evaluate impact.Identify trends and insights to guide future guest experience innovations.Report experience outcomes and make data-driven recommendations for scaling or iterating initiatives.Ensure experiences are seamlessly integrated into ongoing operations without disrupting guest satisfaction.Train front-line teams to execute and adapt new experience concepts.Maintain high service quality and guest satisfaction metrics throughout all test phases.Handle and resolve guest complaints promptly and professionally, ensuring issues are addressed with empathy and efficiency while maintaining high guest satisfaction and brand standards.Work closely with guest relations, product, and digital teams to ensure consistency in the guest journey.Act as a change champion to foster a culture of innovation within guest-facing teams.

Requirements

Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or related fieldMinimum 2–4 years of experience in guest experience, hospitality, theme park, attraction, or service-focused industryStrong understanding of end-to-end guest journey, especially in high-traffic environments (tourism destinations, parks, hotels, or F&B outlets)Proven experience in handling guest complaints and service recovery with a strong focus on guest satisfactionExperience collaborating with cross-functional teams such as operations, marketing, F&B, and guest relationsDemonstrated ability in developing and implementing service improvements or new guest experience initiativesStrong analytical skills with experience in guest feedback analysis, reporting, and data-driven decision makingExcellent leadership and interpersonal skills, with experience in training and guiding front-line teamsAbility to work in a dynamic, fast-paced environment and manage multiple ongoing projectsStrong attention to detail and commitment to maintaining high service quality standardsPassion for hospitality, tourism, and creating memorable guest experiencesWilling to be based in all of our Business Units and work flexible hours, including weekends and public holidays