Guest Experience Manager

About the role

Responsible for leading and elevating the guest experience throughout the entire stay, ensuring personalized service, anticipating guest needs, and coordinating with hotel departments to create memorable experiences.

Key responsibilities

• Oversee and follow up on the guest experience throughout each stay.
• Anticipate guest needs and coordinate personalized details for guests, VIPs, and special occasions.
• Manage guest requests, feedback, and concerns, ensuring effective and timely service recovery.
• Maintain close communication with guests to identify opportunities to enhance their experience.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure a seamless experience.
• Lead and support the Guest Experience team while promoting high service standards.
• Monitor guest feedback, preferences, and satisfaction trends.

Required profile

• Previous experience as a Guest Experience Manager, Guest Relations Manager, Front Office Manager, or similar role.
• Experience in luxury hospitality or high‑end resort environments.
• Excellent communication, empathy, and problem‑solving skills.
• Experience handling sensitive situations and service recovery.
• Strong focus on personalization and attention to detail.
• Proven experience leading and developing teams.
• Advanced English proficiency; additional languages are a plus.

What we offer

• The opportunity to be part of a high‑level hospitality operation.
• A dynamic and multicultural work environment.
• Learning, development, and professional growth opportunities.
• Competitive compensation and benefits package.