Guest Experiences Manager

Resolve complaints promptly and professionally to maintain high satisfaction scores.
Act as the main point of contact for VIP guests and handle special requests.
Guest Satisfaction & Service Excellence
Monitor guest feedback (online reviews, surveys, in- house comments) and implement improvements.
Operational Oversight
Coordinate with Front Office, Housekeeping, F&B, and other departments to ensure seamless service.
Ensure compliance with brand standards and service protocols.
Supports guest relations team and train staff on hospitality standards.
Personalized Experiences
Maintain guest profiles for repeat visitors to deliver personalized service.
Design and implement guest experience programs (welcome amenities, special events).
Data & Reporting
Track trends and suggest strategies to improve overall guest experience.
Analyze guest satisfaction metrics and prepare reports for management.
Brand Representation
Uphold the hotel’s image and reputation through exceptional service.
Engage with guests on social media or review platforms when appropriate.
Skills & Qualifications
Fluency in multiple languages is a plus.
Problem- solving and conflict resolution abilities.
Knowledge of hotel operations and PMS systems.
Strong communication and interpersonal skills.
Leadership and team management experience.
KPIs (Key Performance Indicators)
Guest satisfaction scores (e.g., NPS, TripAdvisor ratings)
Repeat guest ratio
Complaint resolution time
Online review sentiment
The position is available from February 2026.

High degree of professionalism with sound human resources management and business acumen capabilities
Ability to speak other languages and basic understanding of local languages will be an advantage
Degree in Tourism & Hospitality Management
Excellent reading, writing and oral proficiency in English language
Good working knowledge of MS Excel, Word, & PowerPoint
Minimum 3 years of relevant experience in a similar capacity

Social Insurance participation upon signing the official Labor Contract
2 days off per week
12 days annual leaves
Creative and friendly work environment
5 working days per week as regulated
Complimentary parking for motorbikes and cars
Domestic and international training courses
2- month probation period with 100% salary and full- service charge
Periodic health checks
Uniform and meal during shift provided by the Hotel
Employee preferential rates when using hotel services

Cập nhật gần nhất lúc: 2026-01-03 18:00:08