Guest Experience Manager
Core
Leads and supports Guest Experience initiatives, driving a guest-centric culture and managing quality assurance programs across the hotel property.
Role type
Guest Experience Manager
Builds
Guest experience culture, quality assurance outcomes, and operational brand standards compliance
Domain
Hospitality / Hotel Operations
Deliverable
product features
Required skills
Guest feedback analysis, audit preparation, team leadership, cross-departmental collaboration, service standard assessment, internal communication, action plan implementation
Preferred skills
Experience with internationally reputed hotel chains, background in hotel operations or client-facing service roles, knowledge of Opera or related systems, fluency in additional languages
Technologies
iAuditor, ResaVision, Microsoft Office, Microsoft Outlook
Responsibilities
Lead Guest Experience initiatives and support the GM in fostering a guest-centric culture; Review and communicate Brand Assurance programs to stakeholders; Conduct property self-assessments and prepare for LQA or BARE audits; Analyze VOG performance and guest feedback to identify trends; Lead the Guest Experience Ambassador team; Monitor quality management programs and follow up on action plans; Ensure response to negative guest feedback and consumer-generated content; Implement best practices from other hotels within the brand.
Seniority
Mid-level, hands-on IC