• Guest Experience Manager will act as Front Office Manager. • Provide upscale guest service experiences for clients throughout their stay • Ensure clients are properly greeted upon their arrival • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in • Coordinate luggage collection and storage • Oversee check-in and check-out procedures, including reservations and financial transactions • Promptly address guests’ requests, like in-room dining • Actively listen to and resolve complaints • Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services • Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns • Inform clients of our hotel services, including breakfast and dining options • Promote all hotel amenities, conveniences and programs offered • Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures • Appraise team’s performance and produce regular reports • Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience • Examine daily duties, assign tasks and check on progress • Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings • Recommend local tourist spots, including places to dine, shop and sight-see • Establish friendly relationships with regular hotel clients

• Proven work experience as a Guest Relations Manager, Hotel Manager or similar role • Understanding of all hotel management best practices and relevant laws • Proficiency in English; knowledge of other languages is a plus • Customer service drive with outstanding communication and active listening skills • Excellent problem-solving and multitasking skills • Leadership skills along with the ability to motivate a team into high performance • Ability to work flexible hours • Strong sense of responsibility and a professional presentation • BSc degree in Hospitality Management, Tourism, Business Administration or relevant field