We are Hiring a Guest Experience Lead in our Hotel
The Guest Experience Lead is the central point of connection across all guest touchpoints from reservation through to post-visit follow-up ensuring seamless, personalised, and memorable experiences. This role gathers and filters guest information from multiple outlets (Wonderdal, Golf, Events, Hotel, F&B) to anticipate needs, resolve issues, and enhance satisfaction. The Guest Experience Lead enhances guest profiling and curates the CRM system to ensure guest data is accurate and actionable, driving targeted and meaningful guest interactions.
The Guest Experience Lead will report directly to the Guest Relations Manager.
- Serve as the primary coordinator and communicator between departments (Wonderdal, Golf, Events, Hotel, F&B, Spa) to align schedules, share relevant guest information, and support smooth operation of guest services.
- Monitor and manage guest information in the CRM, ensuring data is current, filtered appropriately, and leveraged to enhance personalised experiences.
- Act as the first point of contact for guest interactions across all touchpoints; anticipate guest needs and follow through to exceed expectations.
- Respond promptly and professionally to guest feedback and complaints, ensuring timely resolution and guest satisfaction.
- Collaborate closely with Front Office, Reservations, and all operational teams to deliver consistent, high-quality guest experiences.
- Compile, develop, and execute innovative guest experience initiatives that foster positive engagement and loyalty.
- Ensure the ambiance, presentation, and overall guest environment in all outlets is welcoming and meets brand standards.
- Coach and support staff across outlets to maintain high service standards and ensure competency in their guest-facing roles.
- Support the implementation of on-the-job training and continuous skills development programs to maximize team effectiveness.
- Work with management to review, assess, and improve processes, policies, and service delivery strategies to enhance guest satisfaction.
- Maintain a proactive approach toward sustainability initiatives and lead by example in fostering a responsible guest environment.
- Handle emergency situations or unexpected issues calmly and efficiently, coordinating with relevant departments as needed.
- Provide regular communication and updates to management on guest feedback trends, operational challenges, and opportunities for service improvement.