Guest Experience Manager

Requirements:

• Open for local candidates.
• Bachelor’s Degree in Hospitality Management, Business Administration, or a related field (preferred).
• Previous experience in guest relations, front office, customer service, or a hospitality supervisory/management role.
• Outstanding communication and interpersonal skills.
• Strong problem-solving ability and a calm approach to guest issues.
• Proven leadership and team motivation capabilities.
• High emotional intelligence and excellent guest rapport-building skills.
• Proficiency in CRM, PMS, and hospitality-related systems.
• Strong organisational skills and attention to detail.
• Warm, approachable, and guest-focused demeanor.
• Passionate about delivering exceptional guest experiences.
• Proactive, resourceful, and committed to continuous improvement.
• Flexible to work evenings, weekends, and holidays based on guest needs.
• Professional appearance and high ethical standards.

Responsibilities:

• Act as the primary point of contact for guests, responding promptly and professionally to inquiries, requests, and concerns.
• Proactively engage with guests to anticipate needs and exceed their expectations throughout their stay.
• Ensure personalised, thoughtful touches such as customised welcome amenities and special arrangements.
• Oversee seamless check-in and check-out processes.
• Coordinate with Front Office, Housekeeping, and other teams to ensure smooth guest transitions.
• Implement systems and processes that enhance guest flow and reduce wait times.
• Collect guest feedback through surveys, reviews, and direct communication.
• Analyse trends to identify service gaps and improvement opportunities.
• Develop and implement corrective actions and experience enhancement strategies.
• Facilitate room upgrades, celebrations, personalised experiences, and special arrangements.
• Work cross-departmentally to ensure requests are fulfilled accurately and promptly.
• Organise guest activities, events, excursions, or resort experiences that boost engagement and guest satisfaction.
• Address guest complaints or conflicts with empathy, professionalism, and tact.
• Mediate between guests and staff to resolve issues while preserving guest satisfaction.
• Empower staff with tools and training for effective service recovery.
• Develop programs that increase guest engagement, loyalty, and repeat visitation.
• Enhance guest touchpoints with memorable experiences aligned with the resort’s brand identity.
• Conduct regular inspections of guest rooms, public areas, and amenities to ensure cleanliness and maintenance meet brand standards.
• Take proactive action to fix issues or coordinate with relevant departments for timely resolution.
• Lead, mentor, and motivate the Guest Experience team to deliver exceptional service.
• Conduct ongoing training on customer service, communication, problem-solving, and brand standards.
• Promote a positive, guest-centric work environment.

Benefits:

• Competitive base salary + BPJS + THR