Key Responsibilities

• Supervise daily Guest Experience operations to ensure exceptional service delivery.
• Lead, coach, and support the Guest Experience team in providing personalized guest services.
• Monitor guest satisfaction and proactively identify opportunities to enhance the guest experience.
• Handle guest feedback, requests, and service recovery situations professionally and efficiently.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
• Manage VIP arrivals, repeat guests, special occasions, and personalized guest arrangements.
• Conduct guest follow-ups, courtesy visits, and satisfaction checks during the guest stay.
• Maintain accurate records of guest preferences, feedback, and service recovery actions.
• Support the implementation of guest engagement programs and hotel initiatives.
• Revi...