About the job
Based at Mandarin Oriental, Hangzhou within the Rooms Division, the Guest Experience Manager supports the successful pre-opening and ongoing operation of the hotel’s guest experience function. Reporting to the Front Office Manager, this role is responsible for driving guest engagement, personalization, recognition, and service recovery initiatives to ensure exceptional experiences in line with Mandarin Oriental standards. During the pre-opening phase, the role will support service culture development, colleague training, and operational readiness activities. Following the opening, the Guest Experience Manager will champion the voice of the guest and work closely with operational teams to enhance guest satisfaction and achieve departmental objectives.
As Guest Experience Manager, you will be responsible for the following duties:
- 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
- Strong understanding of luxury service and guest engagement
- Excellent communication, interpersonal, and leadership skills
- Strong analytical and problem-solving abilities
- Fluency in English; additional languages are an advantage
- Strong guest-centric and service excellence mindset
- Leadership and team development
- Attention to detail and personalization ability
- Ability to manage multiple priorities in a dynamic environment
Our commitment to you
- Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
- MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
- Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
- Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
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