Job Description: We are seeking a passionate and service-oriented Guest Experience Manager to join our Mimas - The Moon Lounge & Bar team. As a key member of our leadership, you will be responsible for creating exceptional guest journeys, managing end-to-end customer experiences, and elevating service standards across all touchpoints. If you hold a degree in Hotel Management and are enthusiastic about building memorable guest experiences, we’d love to hear from you! Key Responsibilities: Ensure a warm, welcoming, and personalized experience for every guest from arrival to departure. Proactively address guest concerns and resolve complaints with professionalism and empathy. Lead and train guest-facing staff on service excellence, etiquette, and hospitality best practices. Oversee and coordinate with departments such as Front Office, Housekeeping, and F&B for seamless service delivery. Monitor guest feedback through surveys, online reviews, and in-house interactions; take corrective actions as needed. Develop and execute strategies to enhance guest loyalty and satisfaction (e.g., loyalty programs, surprise upgrades). Handle VIP guests and special requests with discretion and attention to detail. Maintain and improve SOPs in line with luxury and brand standards. Prepare regular reports on guest satisfaction scores and service performance metrics.

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Guest Experience Manager