Guest Experience Manager (FMX)

About the role

The Guest Experience Manager is responsible for creating and delivering an exceptional seamless and personalized guest journey before during and after each stay. This role leads the resorts guest experience strategy ensuring every interaction reflects the highest luxury hospitality standards through anticipation personalization emotional engagement and proactive service recovery. The position works cross-functionally with Front Office Housekeeping F&B Recreation Spa Engineering Reservations and Sales to create memorable experiences that increase guest satisfaction loyalty and revenue.

What you will do

• Design and continuously improve the end-to-end guest journey from pre-arrival to post-departure.
• Monitor guest satisfaction online reputation surveys and social media feedback to identify trends.
• Review all arrivals daily and identify VIPs repeat guests celebrations long stays and special occasions.
• Ensure room allocation matches guest profile preferences and revenue strategy.
• Lead daily guest experience meetings with operational departments.
• Anticipate guest needs through guest history CRM data and team communication.
• Manage complex guest situations with discretion confidence and strong recovery service leadership
• Develop surprise-and-delight initiatives and signature luxury experiences.
• Coach operational teams on luxury service personalization and emotional hospitality.
• Follow up with guests after departure when appropriate and encourage loyalty enrolment and repeat business

Qualifications :

What you bring

• Bachelors degree in Hospitality Management or related field.
• Minimum 5 years experience in luxury hospitality including managerial experience.
• Excellent English communication skills; additional languages are an advantage.
• Strong knowledge of PMS CRM and guest feedback platforms.
• Exceptional leadership emotional intelligence and problem-solving skills.

Core Competencies

• Luxury service mindset
• Guest personalization
• Operational excellence
• Anticipation of guest needs
• Attention to detail
• Relationship building
• Cross-functional leadership
• Decision making
• Coaching and mentoring

Remote Work :

No

Employment Type :

Full-time