Guest Experience Manager

Guest Experience Manager

Duties and Responsibilities

• • • Lead all Guest Experience and Front Office operations, ensuring exceptional service delivery and consistent adherence to policies and procedures.
    • Champion guest satisfaction by overseeing arrivals, departures, group movements, VIP preparations, and service recovery.
    • Actively manage guest feedback, complaints, and surveys, translating insights into measurable service improvements.
    • Collaborate closely with Housekeeping, Facilities & Maintenance, Reservations, and other departments to ensure seamless guestroom readiness and operational flow.
    • Support revenue optimization through effective coordination of room availability, rate accuracy, inventory controls, and retail/ancillary revenue centres.
    • Supervise, train, coach, and motivate Front Office team members to deliver warm, personalized, and memorable guest experiences.
    • Ensure clear communication of policies, procedures, and sales initiatives to the Front Office team.
    • Review night audit and income audit reports to ensure accuracy, compliance, and revenue integrity.
    • Oversee PMS (OPERA) configuration, service requests, and booking channel coordination.
    • Prepare and manage the annual Front Office / Guest Experience budget.
    • Chair monthly Guest Experience meetings, reviewing performance, guest feedback, and continuous improvement initiatives.
    • Perform Duty Manager responsibilities and support hotel operations during peak periods as required.
                                                                                                               

Requirements:

• • • Bachelor’s degree in Hospitality Management or a related field from an accredited university or college.

    • 4–5 years of progressive experience in Front Office Operations, including hands-on leadership in a supervisory or management role.

    • Strong working knowledge of Microsoft Office applications.

    • Advanced proficiency in Opera PMS, including rate setup and personalized guest service requests.

    • Highly organized with a keen eye for detail and a passion for delivering exceptional guest experiences.

    • Ability to communicate in Spanish or another foreign language is an advantage.

    • Experience managing cash handling procedures, daily reconciliations, and general administrative tasks.