The Guest Experience Manager is responsible for creating memorable guest experiences and ensuring guest satisfaction throughout their stay maintaining the highest level of service and attention for all Executive Floor guests This includes managing the performance hiring training and scheduling of the Guest Experience team serving as the main point of contact for VIP guests handling enquiries and complaints and maintaining recognition programmes for guests with special occasions and Executive Floor guests This role reports to the Director of Front of House and works closely with the Rooms Division and wider hotel operations team to deliver seamless brandstandard service It also involves driving departmental objectives work schedules budgets policies and procedures managing special room assignments and suite occupancies and leveraging technology proactively anticipate guest needs and support continuous improvement
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