Guest Experience Manager

Guest Experience & Service Quality

• Ensure every guest receives a personalized, seamless, and memorable experience.
• Oversee guest interactions and address guest concerns or complaints promptly and professionally.
• Handle VIP, VVIP, repeat guests, and special requests with high attention to detail.
• Conduct daily lobby presence to meet, greet, and assist guests.
• Monitor service delivery across all touchpoints to ensure consistency.

Pre-Arrival, In-House & Post-Stay Coordination

• Review arrival lists daily and coordinate VIP preparation with Housekeeping, F&B, and Front Office.
• Ensure special amenities, room inspections, and welcome arrangements are completed.
• Conduct courtesy calls and follow-up checks for in-house guests.
• Oversee departure experience, ensuring smooth check-out and feedback collection.
• Manage guest communication before and after stay.

Guest Feedback & Reputation Management

• Monitor guest feedback from surveys, online review platforms, comment cards, and social media.
• Respond to guest reviews professionally and in alignment with hotel standards.
• Analyze feedback trends and prepare weekly/monthly reports for management.
• Develop and implement improvement strategies to enhance guest satisfaction scores.

Service Culture Training & Standards

• Conduct ongoing service training, grooming checks, and soft-skills coaching for staff.
• Ensure departments follow hotel service standards and SOPs.
• Support new staff induction with a focus on guest service culture.
• Develop engagement programs to improve employee hospitality behavior.

Coordination Between Departments

• Act as the liaison between Front Office, F&B, Housekeeping, Spa, Engineering, and Security to resolve guest issues.
• Communicate guest preferences, allergies, and special notes to relevant teams.
• Lead daily operational briefings to highlight important guest notes and priorities.

Complaint & Incident Management

• Handle complex service recovery cases and provide compensation within authority limits.
• Maintain detailed logs of guest complaints and resolutions.
• Ensure corrective actions are taken and communicated to department heads.
• Support crisis management and emergency response when needed.

Administrative & Reporting Duties

• Prepare daily guest experience summary reports.
• Maintain updated guest preference profiles in the PMS/CRM.
• Track and report key performance indicators related to guest satisfaction.
• Support budgeting for guest amenities, loyalty programs, and service enhancements.