Guest Experience Manager
Core
Own and oversee the full guest journey from pre-arrival to post-departure, ensuring seamless and personalized experiences at a luxury resort.
Role type
Guest Experience Manager (Luxury Hospitality)
Builds
Personalized guest experiences, service recovery outcomes, and brand-aligned guest interactions
Domain
Luxury Hospitality / Resort Management
Required skills
Guest journey management, service recovery, VIP experience coordination, cross-department collaboration, team coaching, data analysis of guest feedback, hospitality software proficiency
Preferred skills
Luxury hospitality standards knowledge, additional languages, customer service certifications
Responsibilities
Lead service recovery for guest complaints, coordinate VIP and special occasion experiences, monitor and analyze guest feedback trends, coach teams on service behaviors, prepare guest experience reports, maintain guest profiles and preferences
Seniority
Mid-Senior, hands-on IC