Guest Experience Manager

Main Responsibilities / Position Purpose :

The Guest Experience Manager will lead efforts to ensure an exceptional guest journey, from pre-arrival through post-departure. This role focuses on delivering unparalleled guest satisfaction, overseeing team operations, optimizing service processes, and fostering a culture of hospitality excellence. The Guest Experience Manager will ensure that all touchpoints align with the property’s brand standards and guest expectations, contributing to overall guest loyalty and satisfaction metrics.

ESSENTIAL FUNCTIONS

30% Oversee Team Operations

Lead the daily operations of the Guest Experience team, including concierge, PBX and lobby interactions.

Provide coaching and motivation to ensure consistent delivery of brand standards and personalized service. Collaborate with all departments to ensure seamless service delivery across all guest touchpoints.

40% Guest Journey Management

Maintain a strong presence in the lobby to foster meaningful guest interactions and ensure a welcoming atmosphere. Lead and continuously enhance the end-to-end guest journey, including pre-arrival communications, in-stay engagement, and post-stay follow-up. Proactively anticipate guest needs, swiftly resolve escalated service issues, and deliver solutions that exceed expectations and build lasting loyalty. Personally oversee the check-in and check-out experience, including VIP arrivals and departures, ensuring every guest encounter is seamless, personalized, and exceptional.

10% Service Process Optimization

Develop and implement strategies to improve service delivery, leveraging guest feedback and data insights. Additionally, prioritize maximizing and optimizing the capabilities of the Alliantz App, ensuring its features are fully utilized to improve guest engagement and operational effectiveness.

10% Quality Assurance and Brand Standards

Ensure adherence to brand standards in all guest interactions and operational processes. Regularly audit service quality and collaborate with the Duty Manager to address any gaps. Drive initiatives to elevate service consistency and innovation.

5% Data Analysis and Reporting

Analyse guest feedback, satisfaction surveys, and operational data to identify trends, measure performance, and propose improvements. Provide regular reports to management, outlining successes, challenges, and actionable recommendations for enhancing the guest experience.

5% Team Development and Training

Foster a culture of hospitality excellence by identifying skill gaps and organizing training programs. This includes mentorship, workshops, and on-the-job coaching to ensure team members deliver personalized and exceptional guest experiences.

SUPPORTIVE FUNCTIONS

In addition to the essential functions, this position may require performing the following supportive functions, as determined by the supervisor :

• Act as the primary point of contact for VIP guests, ensuring all special requests are fulfilled to the highest standard.
• Participate in guest loyalty and retention initiatives, such as special events, personalized communications, and feedback follow-ups.
• Lead team briefings and communicate key operational updates to ensure alignment and readiness for daily operations.
• Collaborate with marketing and sales teams on guest-facing promotions, packages, and initiatives to enhance guest engagement.
• Regularly review and update guest-facing materials (e.G., welcome letters, in-room collateral, digital communication templates) to maintain accuracy and brand alignment.
• Support recruitment efforts for guest services roles, including interviewing, onboarding, and mentorship of new team members.
• Stay updated on industry trends and competitor practices to continuously elevate the guest experience.
• Maintain a clean, organized, and professional work environment for the team.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY :

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

QUALIFICATIONS

proficiency in CRM systems, PMS software, and guest feedback platforms.

GROOMING

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