Guest Experience Manager

Job Description

• 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 Front Office, 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.

Qualifications

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

• Minimum 3–5 years of experience in hotel operations, guest relations, or guest experience, preferably within a luxury hotel or resort.

• Previous supervisory or managerial experience is an advantage.

• 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 hotel property management systems (PMS).

• 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.

Additional Information

What is in it for you:

• Employee benefit card offering discounted rates in Accor Hotels Worldwide
• Develop your talent through learning programs by Academy Accor
• Opportunity to grow within your property and across the world!
• Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS