Guest Experience Manager

About the role

The Guest Experience Manager is responsible for ensuring an exceptional stay for all guests, from arrival through departure. Reporting directly to the Front Office Manager, this role oversees service standards, vehicle cleanliness, VIP handling, and overall front‑office performance.

Key responsibilities

• Inspect hotel vehicles daily and ensure the entrance and public areas remain spotless.
• Review hotel activities, events, and VIP guest lists, allocating rooms and coordinating special services.
• Make at least five courtesy calls per day, logging interactions in the Guest Relations logbook.
• Encourage guests to post reviews on TripAdvisor and Facebook.
• Inspect a minimum of two rooms each day for cleanliness, condition, and maintenance compliance.
• Upsell late check‑out and monitor staff hygiene and grooming standards.
• Train front‑office staff on policies, especially credit authorization, and ensure brand‑standard guest arrival experiences.
• Supervise reception and reservations personnel, support peak‑period operations, and guarantee VIP and priority club guests receive special attention.
• Monitor billing instructions, analyze discounts, rebates, and rate variance reports to control room revenue.
• Take emergency actions in the Property Management System and promote in‑house sales and facilities.