Guest Experience Manager

About the role

The Guest Experience Manager leads the Guest Experience team at Mandarin Oriental, Bodrum, ensuring every guest enjoys a seamless, luxurious stay. This role combines operational oversight, staff training, and direct guest interaction to uphold the brand’s legendary service standards.

Key responsibilities

• Train colleagues on standard operating procedures (SOPs) and update SOPs as needed.
• Coordinate daily Guest Experience allocations and share relevant information with other departments.
• Monitor staff appearance and performance to guarantee quality service and compliance.
• Inspect work areas and equipment for cleanliness and maintenance standards.
• Apply guest feedback to drive service improvements.
• Communicate special events and promotions to the team.
• Requisition supplies, equipment, or services required for operations.
• Resolve guest complaints and ensure timely follow‑up.
• Welcome guests, guide them through arrival and departure processes, and explain suite amenities.
• Uphold Legendary Quality Experience, Pillar, and MOQA standards across the department.

Required profile

• Proficient use of computers and hotel management systems.
• Strong problem‑solving abilities.
• Excellent written and verbal English communication skills.
• Effective overall communication and multitasking capabilities.
• Passion for delivering exceptional guest experiences.

Required skills