Guest Experience Manager/ CRM

The Guest Experience Manager is responsible for ensuring every guest has a memorable and seamless experience from arrival to departure. This role involves leading front-line teams, analyzing guest feedback, resolving concerns proactively, and developing strategies to enhance satisfaction, loyalty, and overall brand reputation.

Qualification: Degree or Above

Experience: Min 5 years in same field

Key Responsibilities:

• Guest Relations & Experience Management
• Welcome and interact with guests to ensure satisfaction and exceed expectations.
• Handle escalated guest concerns and complaints promptly and professionally.
• Monitor and respond to guest reviews, feedback, and surveys.
• Maintain a visible presence in high-traffic guest areas to observe service delivery.
• Team Leadership & Training
• Supervise and mentor front-line guest service staff (e.g., front desk, concierge, service desk).
• Provide regular training and coaching on service standards and brand values.
• Foster a positive, customer-first team culture.
• Process & Service Improvement
• Analyze guest experience data to identify trends and implement improvement initiatives.
• Collaborate with other departments (e.g., housekeeping, food & beverage, retail) to resolve service issues and enhance guest journeys.
• Implement and oversee loyalty programs and personalization strategies.
• Operational Oversight
• Ensure guest-facing areas are clean, well-maintained, and welcoming.
• Coordinate logistics for VIP guests, special events, or high-traffic periods.
• Monitor compliance with health, safety, and company standards.

Skills:

• Exceptional interpersonal and communication abilities.
• Strong problem-solving and conflict-resolution skills.
• Proficiency with CRM systems, POS software, and guest feedback platforms.
• Attention to detail and a proactive mindset.

Job Type: Full-time

Benefits:

• Life insurance
• Provident Fund

Schedule:

• Day shift

Work Location: In person

Application Deadline: 30/07/2025