Guest Experience Manager

Guest Experience & Satisfaction: Ensure exceptional guest experiences throughout the guest journey, from pre-arrival to departure, while maintaining high service standards.

Guest Relations: Handle guest requests, feedback, complaints, and service recovery promptly and professionally to maximize guest satisfaction.

VIP & Special Arrangements: Coordinate VIP arrivals, celebrations, personalized amenities, and other special guest requests.

Service Quality & Standards: Monitor guest satisfaction scores, online reviews, and service delivery, and implement improvements where necessary.

Interdepartmental Coordination: Work closely with Housekeeping, F&B, Recreation, Spa, and other departments to ensure seamless guest services.

Team Leadership: Guide and support the Guest Experience team, ensuring professionalism, service consistency, and continuous development.

Administrative & Reporting Duties: Prepare guest experience reports, maintain guest profiles and records, coordinate meetings and appointments, manage correspondence, and assist with administrative duties for the General Manager or resort leadership, as assigned.

Brand Standards & Compliance: Ensure compliance with hotel brand standards, operating procedures, confidentiality requirements, and applicable local regulations.

Bachelor’s degree or diploma in Hospitality Management, Tourism, Business Administration, or a related field.

Minimum 2-3 years of experience in the same position within a premium hotel or resort.

Excellent verbal and written communication skills in English; additional languages are an advantage.

Strong interpersonal, leadership, problem-solving, and complaint-handling skills.

Good organizational, administrative, reporting, and coordination abilities.

Proficiency in Microsoft Office and Opera Cloud.

Customer-oriented, professional, detail-focused, and able to work under pressure.

Willingness to work and reside in a remote island resort environment in the Maldives, with flexibility to work shifts, weekends, and public holidays as required.