Guest Experience Manager

Job Description

The Job

We are looking for a Guest Experience Manager to lead guest-facing operations ensuring consistently high service standards, strong operational discipline, and memorable guest experiences.

In this role, you will be responsible for managing and developing the Guest Experience team, overseeing daily operations and reservations, driving conversion and revenue outcomes, and partnering closely with the Flex Management team to optimise workflows, service recovery, and team performance. This position blends hands-on hospitality leadership with operational excellence, commercial awareness, and a people-first mindset.

Key Responsibilities

Leading Guest Experience and Front Office operations across multiple hospitality properties, ensuring consistent service, safety, and operational excellence.

Managing daily operations including check-ins, check-outs, shift handovers, and end-to-end guest journeys.

Leading, coaching, and developing the Guest Experience team to deliver service aligned with brand standards.

Overseeing reservations, room allocation, and OTA/direct enquiries to optimise occupancy, ADR, and conversion performance.

Owning guest satisfaction outcomes, including reviews, feedback management, and service recovery.

Partnering with Marketing teams to manage online reputation and guest communications.

Preparing and managing duty rosters to ensure efficient manpower planning and cost control.

Ensuring data accuracy and operational integrity across PMS (MEWS) and related systems.

Supporting revenue, billing, and payment processes in collaboration with Finance and Revenue teams.

Managing vendor coordination, inventory, and guest amenities to ensure smooth daily operations.

Ensuring compliance with SOPs, brand standards, and health and safety requirements.

Driving continuous improvement initiatives to enhance efficiency, profitability, and guest experience.

Acting as a brand ambassador by delivering warm, professional, and consistent guest engagement.

Ideal Candidate

You have a minimum of 3 years of experience in hospitality, guest experience, or front office roles with a strong focus on service excellence and operational execution.

You have strong leadership capabilities, with the ability to coach, motivate, and develop teams.

You possess excellent communication and interpersonal skills with high attention to detail.

You are able to handle guest complaints calmly and turn challenges into positive experiences.

You bring strong commercial awareness, including experience in reservations, conversion, and revenue optimisation.

Experience working in a fast-paced, multi-property environment is advantageous.

You have strong organisational and planning skills, including roster and inventory management.

You are familiar with PMS systems and operational reporting tools.

You have the flexibility to support shift coverage when required to ensure smooth operations.