Guest Experience Manager

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.