Senior Guest Experience Manager (Hospitality, Remote)

Job summary

The Senior Guest Experience Manager will oversee the entire Guest Experience area, ensuring a seamless and joyful journey for guests. This role involves leading a team of Team Leads and approximately 100 employees, fostering a strong team culture and collaboration across various departments.

Qualifications

• 5–8+ years of experience in guest experience, hospitality, or a related field
• Proven track record in driving NPS and hospitality excellence
• Experience in influencing or leading frontline hospitality environments
• Professional fluency in English; additional languages are advantageous
• Bachelor’s degree in hospitality, business, tourism, or a similar discipline

Responsibilities

• Lead the overall Guest Experience agenda, ensuring a coherent and strategic guest journey
• Collaborate with Food & Beverage, Retail, Experience, Sales & Insights, Marketing, and People & Culture teams
• Develop both digital and physical guest experiences continuously
• Cultivate a high-performing leadership team that embodies hospitality principles
• Utilize guest insights and NPS to inform decision-making
• Anchor Learning Through Play in every guest interaction

Skills

• Strategic thinking with a focus on guest satisfaction
• Strong leadership and coaching abilities
• Ability to translate guest feedback into actionable strategies

Education

• Bachelor’s degree in hospitality, business, tourism, or a related field

Tools

• Familiarity with guest experience management tools and data analysis methodologies