Guest Experience Manager | AYANA Komodo

The Guest Experience Manager is responsible for orchestrating personalized and seamless guest experiences across the property, especially for VIPs, repeat guests, and those celebrating special occasions. This role ensures all departments are aligned with guest preferences before arrival, fosters a culture of genuine hospitality, and leads the Guest Experience team to deliver service excellence. The ultimate goal is to create loyal and satisfied guests through memorable, high-touch, and personalized service.

Key Responsibilities:

• Lead the Guest Experience team to provide exceptional, personalized service tailored to VIP and repeat guests.
• Coordinate with all departments to ensure guest preferences and special requests are known and fulfilled before and during their stay.
• Manage guest complaints, special requests, and serve as Manager on Duty when required.
• Oversee training, mentoring, and performance evaluation of the Guest Experience team to uphold high service standards.
• Implement and maintain guest recognition programs, including personalized welcome letters and memorable arrivals and departures.

1. 2 years of leadership experience in Guest Experience or Front Office roles at a 5-star hotel or resort.
2. Excellent communication skills in English, both spoken and written; additional languages are a plus.
3. Strong leadership, problem-solving skills, and ability to perform well under pressure.
4. Experience with hotel management systems (OPERA preferred) and strong organizational abilities.
5. Professional appearance, guest-focused attitude, and meticulous attention to detail.