Guest Experience Manager

KEY DUTIES AND RESPONSIBILITIES

• Manage daily Front Office operations to ensure service quality, operational efficiency and guest satisfaction.
• Lead, supervise and motivate the Front Office team to achieve service and financial goals.
• Handle guest complaints, service recovery and complex guest situations professionally.
• Monitor guest satisfaction and continuously improve service standards based on guest feedback.
• Ensure compliance with hotel policies, SOPs, credit procedures and Front Office standards.
• Monitor room inventory, same-day selling and occupancy to maximize room revenue.
• Coach, train and develop team members to maintain high service standards and performance.
• Support recruitment, onboarding, performance management and employee engagement activities.
• Coordinate with other departments to ensure smooth operations and a seamless guest experience.
• Prepare and communicate operational updates, reports and relevant information to management.
• Step in to manage Front Desk operations and shifts when required.
• Act as a role model for professional conduct, teamwork and exceptional guest service.

QUALIFICATIONS

• Bachelor’s Degree in Hospitality Management, Hotel Management or a related field.
• Minimum 2–3 years of front office experience in supervisory level, preferably in a 4–5 star hotel.
• Strong command of spoken and written English.
• Excellent communication, interpersonal and problem-solving skills.
• Strong service mindset with genuine passion for guest engagement.
• Good knowledge of hotel operations and luxury service standards.
• Confident in handling guest complaints and service recovery.
• Well-groomed, professional and positive personality.
• Strong coordination skills and ability to work effectively with different departments.
• Able to work flexible shifts, weekends and public holidays.

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