Luxury Guest Experience Lead

O'Two Hotels; Guest (AL); On-site; USD 55,000 - 85,000; Full time

Job summary

O’Two Hotels seeks a polished Guest Experience and Services Manager to shape the guest journey across Terra by O’Two and Mar by O’Two. This role leads arrival, stay, recovery, and departure touchpoints with a focus on personal, thoughtful, luxury service.

Responsibilities include overseeing Guest Service Agents and Concierge teams, monitoring guest feedback, and coordinating with Housekeeping, Reservations, F&B, Spa, Security and Engineering to resolve guest needs with seamless excellence.

Qualifications

• Minimum 4 to 5 years’ guest experience in front office, guest relations or rooms division with leadership responsibility.

Responsibilities

• Lead guest experience standards across arrival, check-in, stay touchpoints, occasions, recovery and departure.
• Oversee Guest Service Agents, Telephone Operators, Concierge and related guest service functions as required.
• Monitor guest feedback, reviews, preferences, complaints and recovery actions with fast follow-through.
• Drive guest recognition, personalisation, VIP handling, amenities and special request coordination.
• Partner with Housekeeping, Reservations, F&B, Spa, Security and Engineering to resolve guest needs seamlessly.
• Coach the team on tone, warmth, product knowledge and luxury service detail.
• Maintain service standards, daily briefings, guest traces, handovers and operational communication.
• Support pre-opening guest journey mapping, team training and SOP implementation.

Skills

Emotional intelligence

Leadership

Attention to detail

Guest recovery

English communication

Tools

Protel PMS

Job description

O’Two Hotels seeks a polished Guest Experience and Services Manager to shape the guest journey across Terra by O’Two and Mar by O’Two. This role leads arrival, stay, recovery, and departure touchpoints with a focus on personal, thoughtful, luxury service.

Responsibilities include overseeing Guest Service Agents and Concierge teams, monitoring guest feedback, and coordinating with Housekeeping, Reservations, F&B, Spa, Security and Engineering to resolve guest needs with seamless excellence.