Guest Experience Manager
Job Description
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.