Guest Experience Manager

Job Location:

Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning ‘without end’, our spirit embodies freedom, movement, and harmony. We believe every journey should leave a lasting impression — for our guests and for our people.

Founded in 2001 in Thailand, we have since expanded across the world, welcoming guests in some of the world’s most captivating locales — from pristine beaches and private islands to ancient sites and vibrant metropolises. If you are driven by a passion for generosity, warmth and heartfelt hospitality, Anantara offers a career without limits.

The Guest Experience Manager is responsible for ensuring an exceptional and personalized guest experience throughout the guest journey. The position acts as a key guest advocate, handling guests, special occasions, guest feedback and service recovery while working closely with all hotel departments to maintain Anantara service standards.

KEY DUTIES AND RESPONSIBILITIES

• Manage daily Front Office operations to ensure service quality, operational efficiency and guest satisfaction.
• Lead, supervise and motivate the Front Office team to achieve service and financial goals.
• Handle guest complaints, service recovery and complex guest situations professionally.
• Monitor guest satisfaction and continuously improve service standards based on guest feedback.
• Ensure compliance with hotel policies, SOPs, credit procedures and Front Office standards.
• Monitor room inventory, same-day selling and occupancy to maximize room revenue.
• Coach, train and develop team members to maintain high service standards and performance.
• Support recruitment, onboarding, performance management and employee engagement activities.
• Coordinate with other departments to ensure smooth operations and a seamless guest experience.
• Prepare and communicate operational updates, reports and relevant information to management.
• Step in to manage Front Desk operations and shifts when required.
• Act as a role model for professional conduct, teamwork and exceptional guest service.
  

QUALIFICATIONS

• Bachelor’s Degree in Hospitality Management, Hotel Management or a related field.
• Minimum 2–3 years of front office experience in supervisory level, preferably in a 4–5 star hotel.
• Strong command of spoken and written English.
• Excellent communication, interpersonal and problem-solving skills.
• Strong service mindset with genuine passion for guest engagement.
• Good knowledge of hotel operations and luxury service standards.
• Confident in handling guest complaints and service recovery.
• Well-groomed, professional and positive personality.
• Strong coordination skills and ability to work effectively with different departments.
• Able to work flexible shifts, weekends and public holidays.

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