Guest Experience Manager

ties:

• Drive and implement the hotel’s Guest Experience strategy in alignment with Mandarin Oriental brand standards, ensuring exceptional, personalized, and memorable experiences throughout the guest journey.
• Champion the voice of the guest by monitoring guest feedback, satisfaction trends, and service performance, identifying opportunities to continuously enhance the overall guest experience.
• Oversee guest engagement, recognition, personalization, and preference management, ensuring guest profiles and insights are effectively utilized across all departments.
• Build strong relationships with VIPs, repeat guests, long-stay guests, and key stakeholders, ensuring consistent delivery of tailored and anticipatory service.
• Lead guest relations and service recovery efforts, ensuring all guest concerns are handled promptly, professionally, and effectively while implementing preventive measures to minimize recurring issues.
• Work collaboratively with Front Office, Housekeeping, Concierge, Butler Services, Food & Beverage, Spa, Sales & Marketing, and other departments to ensure seamless communication and delivery of exceptional guest experiences.
• Support the development and implementation of guest journey standards, service procedures, and personalization initiatives to ensure operational excellence and brand consistency.
• During the pre-opening phase, participate in recruitment, onboarding, training, service culture development, guest journey mapping, operational setup, system testing, and readiness activities to support a successful hotel opening.
• Lead, coach, and develop Guest Relations and related teams, fostering a culture of service excellence, emotional engagement, and continuous improvement.
• Ensure compliance with Mandarin Oriental brand standards, quality assurance requirements, and hotel policies, conducting regular reviews and implementing action plans based on guest feedback and operational observations.
• Support revenue enhancement initiatives through personalized guest experiences, effective upselling opportunities, and the promotion of hotel facilities and services.
• Safeguard guest privacy and confidentiality at all times while ensuring adherence to safety, security, and emergency procedures.

As Guest Experience Manager, we expect from you: 

• Bachelor’s degree in Hospitality Management or related field preferred
• Minimum of 5–7 years’ experience in Guest Relations, Front Office, or Rooms Division in a luxury hotel environment
• Previous leadership experience required
• Pre-opening experience is highly preferred
• https://careers.mandarinoriental.com/jobs/guest-experience-manager-hangzhou-china