Guest Experience Manager (Hotel)
KEY RESPONSIBILITIES
- 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.
- 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...
Minimum 2 years of experience in a similar role. 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.