Guest Experience Manager

Job Description:

• Develop and manage guest experience from concept to execution, to test new service models, technologies, or engagement strategies.
• Collaborate with cross-functional teams (marketing, operations, sales, fnb, etc.) to design an experience aligned with brand goals.
• Prototype new guest touchpoints (e.g., check-in processes, personalized services, surveillance, aftersales experience, etc).
• Collect and analyze guest feedback, operational data, and experience results to evaluate impact.
• Identify trends and insights to guide future guest experience innovations.
• Report experience outcomes and make data-driven recommendations for scaling or iterating initiatives.
• Ensure experiences are seamlessly integrated into ongoing operations without disrupting guest satisfaction.
• Train front-line teams to execute and adapt new experience concepts.
• Maintain high service quality and guest satisfaction metrics throughout all test phases.
• Handle and resolve guest complaints promptly and professionally, ensuring issues are addressed with empathy and efficiency while maintaining high guest satisfaction and brand standards.
• Work closely with guest relations, product, and digital teams to ensure consistency in the guest journey.
• Act as a change champion to foster a culture of innovation within guest-facing teams.

Requirements:

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or related field
• Minimum 2–4 years of experience in guest experience, hospitality, theme park, attraction, or service-focused industry
• Strong understanding of end-to-end guest journey, especially in high-traffic environments (tourism destinations, parks, hotels, or F&B outlets)
• Proven experience in handling guest complaints and service recovery with a strong focus on guest satisfaction
• Experience collaborating with cross-functional teams such as operations, marketing, F&B, and guest relations
• Demonstrated ability in developing and implementing service improvements or new guest experience initiatives
• Strong analytical skills with experience in guest feedback analysis, reporting, and data-driven decision making
• Excellent leadership and interpersonal skills, with experience in training and guiding front-line teams
• Ability to work in a dynamic, fast-paced environment and manage multiple ongoing projects
• Strong attention to detail and commitment to maintaining high service quality standards
• Passion for hospitality, tourism, and creating memorable guest experiences
• Willing to be based in all of our Business Units and work flexible hours, including weekends and public holidays