Guest Experience Manager (Hospitality)

ROLE SUMMARY: The Guest Experience Manager is responsible for overseeing the entire guest journey -from pre-arrival to post-stay - to ensure consistent service standards across all touchpoints. This role focuses on managing feedback and online reputation, designing personalized guest experiences, and fostering a service-oriented culture through staff training and cross-departmental collaboration.​KEY RESPONSIBILITIES1. Guest Experience ManagementOversee the full guest journey (pre-arrival, in-house, post-stay).Ensure service standards are consistently implemented across all touchpoints.Proactively identify and resolve issues impacting guest experience.2. Feedback & Reputation ManagementMonitor and analyze guest reviews on OTA platforms (Booking, Agoda, Google, TripAdvisor, etc.).Handle negative feedback and sensitive cases directly.Provide actionable insights and improvement plans based on guest feedback.3. Personalization & Service ExcellenceDesign and implement personalized guest experience programs (VIPs, returning guests, long-stay guests).Coordinate with departments to deliver memorable moments (room setup, amenities, surprises).Leverage guest data to enhance experience and drive upselling opportunities.4. Training & Team DevelopmentTrain staff on service standards, guest engagement, and problem-solving skills.Ensure Front Office, Bell team, and F&B team align with guest experience strategies.Foster a strong guest-centric service culture across departments.5. Cross-functional CoordinationAct as a key liaison between Front Office, Housekeeping, Engineering, and F&B team.Ensure all guest requests are handled efficiently and promptly.Identify recurring issues and work with relevant departments on long-term solutions.6. Performance Monitoring & ReportingTrack key metrics: Guest Satisfaction Score, Review Score, NPS, complaint ratio.Prepare regular reports with insights and improvement actions.Set and monitor KPIs related to guest experience performance.QUALIFICATIONS:Minimum 2–3 years of experience in a similar role or as Front Office Supervisor/Manager.Strong understanding of hotel operations, especially Front Office.Excellent problem-solving and complaint-handling skills.Strong service mindset with attention to detail and personalization.Good command of English (additional languages are a plus).Ability to analyze data and translate insights into actions.