Guest Experience Manager Full-time Job

As a professional in your role, your responsibilities and essential job functions will include but are not limited to:

Develop and implement strategies to enhance overall guest satisfaction and loyalty.

Oversee the day-to-day operations of the guest experience department, including guest relations, concierge services, and front desk operations.

Train and supervise staff to ensure exceptional service delivery and adherence to hotel standards.

Monitor guest feedback through surveys, reviews, and direct communication channels, and address any concerns or issues promptly.

Collaborate with other departments, such as housekeeping and maintenance, to maintain high standards of cleanliness, safety, and functionality throughout the property.

Coordinate special requests and arrangements for VIP guests, including dining reservations, transportation, and special amenities.

Stay updated on industry trends and best practices in guest experience management and implement innovative solutions to improve service quality.

Prepare reports and presentations on guest satisfaction metrics, operational performance, and revenue generation initiatives.

Act as a liaison between guests and management, providing regular updates on guest feedback, preferences, and trends.

Foster a positive work environment that promotes teamwork, professionalism, and continuous improvement.

Ideally, you should possess some or all the following qualifications and experience:

Preferably candidates with pre-opening hotel experience.

Bachelor's degree in hospitality management, Business Administration, or related field.

Proven experience in guest relations, front office management, or similar roles within the hospitality industry.

Strong leadership skills with the ability to motivate and develop a diverse team.

Excellent communication and interpersonal abilities, with a focus on building rapport and resolving conflicts effectively.

Exceptional organizational and multitasking skills, with the ability to prioritize tasks in a fast-paced environment.

Proficiency in hotel management software and Microsoft Office suite.

Knowledge of industry regulations and best practices in guest service and experience management.

Flexibility to work evenings, weekends, and holidays as required.

Certification in guest service management or related areas is a plus.

Previous experience working in luxury or boutique hotels is preferred.

About IHG®IHG Hotels & Resorts [LON:IHG, NYSE:IHG (ADRs)] is a global hospitality company, with a purpose to provide True Hospitality for Good.With a family of 18 hotel brands and IHG One Rewards, one of the world's largest hotel loyalty programmes, IHG has over 6,000 open hotels in over 100 countries, and more than 1,900 in the development pipeline.Luxury & Lifestyle: Six Senses Hotels Resorts Spas, Regent Hotels & Resorts, InterContinental Hotels & Resorts, Vignette Collection, Kimpton Hotels & Restaurants, Hotel IndigoPremium: voco hotels, HUALUXE Hotels & Resorts, Crowne Plaza Hotels & Resorts, EVEN HotelsEssentials: Holiday Inn Hotels & Resorts, Holiday Inn Express, avid hotelsSuites: Atwell Suites, Staybridge Suites, Holiday Inn Club Vacations, Candlewood SuitesExclusive Partners: Iberostar Beachfront ResortsInterContinental Hotels Group PLC is the Group's holding company and is incorporated and registered in England and Wales. Approximately 345,000 people work across IHG's hotels and corporate offices globally.Visit us online for more about our hotels and reservations and IHG One Rewards. To download the new IHG One Rewards app, visit the Apple App or Google Play stores.