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Job Summary
Hospitality Hire is recruiting a Guest Experience Manager for a luxury hotel environment where personalised service, attention to detail, and memorable guest journeys are central to the brand. This role is ideal for a hospitality professional with strong front-of-house leadership, exceptional guest engagement skills, and a passion for service excellence. Key Responsibilities Own and manage the end-to-end guest journey ; from pre-arrival to post-departure Ensure consistently high standards of guest service and engagement across all touchpoints Act as the primary point of contact for VIP guests, repeat guests, and special requests Proactively handle guest feedback, complaints, and service recovery Work closely with Front Office, Housekeeping, Food & Beverage, and Reservations to ensure seamless service delivery Train; coach, and motivate front-of-house teams to deliver exceptional guest experiences Monitor guest satisfaction scores, reviews, and feedback platforms, implementing improvement actions Uphold brand standards, luxury service principles, and hotel policies at all times Minimum Requirements Proven experience in a Guest Experience, Front Office, Hotel Manager on Duty, or similar role Background in 4- or 5-star hotels, luxury lodges, boutique hotels, or high-end hospitality environments Strong communication, interpersonal, and problem-solving skills Confident handling guest complaints and service recovery High level of emotional intelligence and professionalism Ability to lead by example and remain guest-focused under pressure Computer literacy (PMS exposure advantageous) Ideal Candidate Profile Warm; polished, and guest-centric personality Strong operational awareness with hands-on leadership style Passionate about creating memorable guest moments Detail-oriented with excellent follow-through Flexible to work shifts, weekends, and public holidays What’s on Offer Opportunity to be part of a luxury hospitality environment Career growth within a guest-focused operation Competitive salary aligned with experience and company contribution to medical and pension
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