Guest Experience Manager

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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