Summary

The Guest Experience Manager is responsible for overseeing and enhancing the overall guest experience throughout all stages of the guest journey. This role ensures that guests receive personalized, professional, and memorable service that aligns with brand standards. The position serves as the key contact for guest engagement, satisfaction, and service recovery, while working closely with all operational departments to deliver exceptional hospitality experiences.

Key Responsibilities Overview:

Ensure a seamless and positive guest experience from arrival to departure.
Build strong guest relationships through personalized service and guest recognition.
Manage VIP arrivals, special requests, and guest preferences.
Handle guest feedback, complaints, and service recovery promptly and professionally.
Monitor guest satisfaction scores and online reviews, implementing improvement initiatives where necessary.
Collaborate with Front Office, Housekeeping, Food & Beverage, and other departments to maintain high service standards.
Lead and coach team members to deliver exceptional customer service consistently.
Drive guest engagement programs and initiatives that enhance loyalty and brand reputation.
Identify opportunities to improve service quality and operational efficiency.
Ensure compliance with Hyatt and Alila brand standards, policies, and procedures.

Qualifications

Minimum 3 to 5 years of experience in hotel operations, guest relations, front office, or a similar guest-facing leadership role.
Experience in a luxury or lifestyle hotel environment is preferred.
Prior supervisory or management experience is an advantage.
Excellent communication and interpersonal skills with the ability to engage guests from diverse backgrounds.
Proficient in hotel property management systems (PMS) and Microsoft Office applications.
Good understanding of guest satisfaction metrics, online reputation management, and loyalty programs.
Passionate about creating memorable and personalized guest experiences.
Flexible to work shifts, weekends, and public holidays as required by hotel operations.

Guest Experience Manager (Alila Bangsar Kuala Lumpur)