Guest Experience Manager

REPORTS TO: Cluster Front Office Manager
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 RESPONSIBILITIES
1. Guest Experience Management
Oversee 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 Management
Monitor 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 Excellence
Design 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 Development
Train 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 Coordination
Act 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 & Reporting
Track 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.