We are seeking an experienced and service-driven Guest Experience Manager to oversee Guest Relations, Butler Services, and Kids Club operations. This role ensures every guest, adults and families alike, enjoys a seamless, personalized, and memorable stay, reflecting the highest standards of luxury hospitality.
Key Responsibilities:
- Lead and manage the Guest Relations, Butler, and Kids Club teams to deliver exceptional and personalized guest experiences.
- Oversee VIP and long-stay guest arrangements, ensuring preferences and expectations are anticipated and exceeded.
- Handle guest feedback, complaints, and special requests professionally and efficiently.
- Monitor guest satisfaction scores and implement service improvement initiatives.
- Ensure consistent communication across departments to deliver seamless guest journeys.
- Conduct training sessions and performance reviews to maintain high service standards.
- Maintain accurate guest profiles and ensure pre-arrival planning is executed flawlessly.
- Support front-of-house operations and participate in guest engagement events.
Requirements:
- Minimum 2 years experience as Guest Relations or Guest Experience Manager in a 5-star luxury hotel.
- Proven leadership and people management skills.
- Strong understanding of luxury service standards and family-oriented hospitality.
- Experience overseeing or supporting Kids Club operations is an advantage.
- Proficiency in Opera PMS and Microsoft Office Suite.
- Excellent communication skills and fluency in English; additional languages are a plus.
- Impeccable grooming, proactive attitude, and ability to perform under pressure.
