Guest Experience Manager

About the Role

We are looking for a passionate and customer-centric Guest Experience Manager to lead the delivery of exceptional guest experiences and service excellence across our operations. This role plays a pivotal part in ensuring seamless day-to-day guest services, building strong client relationships, driving team performance, and enhancing overall customer satisfaction.

The successful candidate will be a proactive leader with a strong hospitality and service mindset, capable of inspiring teams, resolving complex guest concerns, and continuously improving service standards.

Key Responsibilities:-

Guest Experience & Service Excellence

• Lead the delivery of exceptional guest experiences and ensure the highest standards of service excellence across all guest-facing touchpoints at client multiple work locations.
• Anticipate and handle inquiries from guests and clients in a helpful, personalized, and attentive manner.
• Act as a key point of escalation, take ownership of outstanding issues and ensure timely follow-up for satisfactory outcomes.

Operations & Service Delivery

• Oversee daily Guest Services operations to ensure smooth, efficient, and seamless service delivery.
• Proactively conduct regular visual checks of the workspace, promptly report any defects or malfunctions to the appropriate teams. Setting a good standard for the Guest Experience Team by consistently demonstrating this practice.
• Ensure sufficient stock of supplies is available for team operations.

Team Leadership & Development

• Maintain the highest standards of professionalism, ethics, and attitude towards clients and colleagues.
• Deliver on-the-job training, measure performance, and create ad hoc audit action plans with the Head of Guest Experience.
• Partner with the Head of Guest Experience to measure performance, identify development needs, and implement improvement action plans.

Continuous Improvement & Problem Solving

• Identify any service gaps and operational challenges, and develop and execute practical solutions that align with departmental objectives and business needs.
• Take the lead in establishing contacts with clients and other operators to maintain good relationships.
• Collaborate closely with other departments to ensure guest recognition requirements are met.

Compliance & Commercial Performance

• Implement health and safety codes and oversee personal hygiene and grooming standards of all colleagues.
• Identify opportunities to enhance service offerings and maximize revenue generation.
• Maintain a strong understanding of business priorities while balancing guest satisfaction and commercial objectives.

Requirements

• Diploma or Degree holder in any business-related discipline

• Minimum 5 years of experience in hospitality, luxury services, customer experience, property management, banking, or related service industries.

• At least 2 years of leadership experience managing customer-facing teams.

• Excellent communication and interpersonal skills with fluency in spoken and written English and Chinese.

• Strong problem-solving, decision-making, and conflict-resolution abilities.

• Strong people management, coaching, and team development skills.

• Ability to thrive in a dynamic, fast-paced environment and adapt to changing business needs.

• Pleasant personality with good presentation, communication and interpersonal skill.