Guest Experience Manager (CP)

About the role

The Guest Experience Manager (CP) oversees all aspects of guest service and front‑office operations, ensuring the hotel delivers a seamless and memorable stay. Reporting directly to the Front Office Manager, the role combines operational oversight, quality control, and revenue‑maximising activities.

Key responsibilities

• Inspect hotel vehicles and public areas daily to maintain cleanliness and condition.
• Review hotel activities, events, VIP guest lists and room allocations, ensuring proper preparation.
• Make at least five courtesy calls per day and record them in the Guest Relations logbook.
• Encourage guests to post reviews on TripAdvisor and Facebook.
• Inspect a minimum of two rooms each day for cleanliness, settings, maintenance and brand standards.
• Upsell late check‑out and monitor staff hygiene, grooming and uniform compliance.
• Train front‑office colleagues on hotel policies, especially credit authorisation procedures.
• Ensure city‑ledger invoices are supported by correct purchase orders and maintain 100 % brand‑standard compliance for guest arrival experience.
• Log all guest feedback in the front‑office logbook and communicate it during shift handovers.
• Supervise reception and reservations staff to optimise occupancy, average room rate and revenue.
• Monitor billing instructions, guest credit, discounts, rebates and rate variance reports.
• Take emergency actions in the Property Management System and apply FIT marketing techniques to maximise sales.

Required profile

• Direct reporting line to the Front Office Manager.
• Authority to supervise front‑office and reservations personnel.
• Responsibility for handling city‑ledger invoices and supporting documentation.
• Ability to ensure compliance with brand standards, hygiene policies and credit authorisation procedures.

Required skills

• Proficiency with Property Management Systems (PMS).
• Experience operating a PBX telephone system.