As the Assistant Guest Experience Manager, you'll support the Guest Experience Manager in overseeing the daily guest journey — ensuring that service standards are consistently high, personalized, and aligned with our brand values. You'll be a key liaison between guests and departments, resolving issues with grace, anticipating needs, and inspiring our team to deliver at the highest level.
Key Responsibilities
Assist in managing the guest experience function, including VIP arrivals, guest recognition programs, and in-stay engagement
Be part of the pre-arrival planning process, coordinating with reservations, housekeeping, F&B, and concierge to ensure seamless guest journeys
Respond to guest feedback, complaints, and service recovery situations with professionalism and empathy
Monitor daily arrivals and departures, ensuring personalized welcome and farewell experiences
Collaborate on initiatives to elevate guest satisfaction, loyalty, and overall experience
Maintain detailed guest profiles, preferences, and feedback to enhance future stays
What We’re Looking ForMinimum 2 years of experience in guest relations, front office, or guest experience in a luxury hospitality environment
Strong communication, leadership, and problem-solving skills
Passion for personalized service and attention to detail
Proficiency in hotel software systems (e.g., Opera Cloud)
Ability to remain composed and solution-focused under pressure
Flexibility to work shifts, weekends, and holidays as needed
What We OfferA collaborative and inspiring work culture in a luxury setting
Professional development opportunities and leadership training
Wellness programs, associate recognition, and unique associate perks
A chance to make a real impact on every guest’s journey