Guest Experience Manager

The Role: Guest Relations Officer

We are looking for a proactive Guest Relations Officer to join our growing team at MNB Hospitality. Your focus will be on creating exceptional guest experiences, encouraging returning guests, and securing positive reviews that help drive our reputation.

This is a fantastic opportunity for someone with experience in hospitality. You will work independently but collaborate closely with the team to ensure smooth operations and a consistent guest experience. If you're passionate about delivering exceptional service and have a desire to grow with a fast-paced, dynamic company, this is the role for you.

Key Responsibilities:

The Guest Experience Office is a hands-on operational role responsible for delivering a seamless and high-quality guest experience across the full guest journey. This position requires direct ownership of guest satisfaction, ensuring that every interaction, service request, and operational touchpoint is handled with care, efficiency, and attention to detail. The role combines execution, follow-up, and accountability to ensure that guests feel supported, valued, and consistently receive a 5-star experience without gaps or delays.

Job Description:

• Support guests throughout their stay, including smooth and welcoming check-ins to the units

• Ensure all pre-arrival and post-departure processes are completed accurately and on time, including :

• Welcome calls

• Check-In and Check-Out time confirmation calls

• ID verification

• Post-departure follow-ups for obtaining good reviews

• Ensure all guest issues are logged, categorized correctly, and followed through until guest satisfaction is confirmed within the required timeframe.

• Coordinate with Housekeeping, Maintenance, and Support Services teams to ensure all operational tasks are completed efficiently and meet quality standards.

• Conduct on-site visits to verify apartment readiness, support check-ins, and resolve guest issues, ensuring actual conditions align with system updates.

• Assist in monitoring all reviews across Airbnb, Booking.com, and other OTAs, investigate negative reviews, and manage review removal when appropriate.

• Support the creation and continuous improvement of SOPs, response templates related to guest experience workflows.

• Support damage claim verification by coordinating with operations teams, validating evidence, and ensuring timely submission within required timelines

• Contribute to effective use of OTA platforms to support overall performance

Perks and benefits

Flexi working, Travel allowance, Free Accommodation