Guest Experience Manager

About the role

The Guest Experience Manager will join the Rooms Division at Mandarin Oriental Hangzhou, supporting both the pre‑opening phase and ongoing hotel operations. Reporting to the Front Office Manager, you will champion personalized service, guest engagement and recovery initiatives to deliver the brand’s signature luxury experience.

Key responsibilities

• Develop and execute the hotel’s Guest Experience strategy in line with Mandarin Oriental standards.
• Monitor guest feedback, satisfaction trends and service performance to identify improvement opportunities.
• Oversee guest profiling, personalization and preference management across all departments.
• Build and maintain relationships with VIP, repeat and long‑stay guests, ensuring anticipatory service.
• Lead guest relations and service recovery, handling concerns promptly and implementing preventive measures.
• Collaborate with Front Office, Housekeeping, Concierge, Butler Services, F&B, Spa, Sales & Marketing and other teams for seamless delivery.
• Participate in pre‑opening activities such as recruitment, training, service culture development and operational readiness.
• Coach and develop Guest Relations staff, fostering a culture of service excellence.

Required profile

• Significant experience in hospitality guest relations or a comparable guest‑focused role.
• Strong understanding of luxury hotel standards and brand consistency.
• Excellent communication and interpersonal skills, with a proactive, solution‑oriented mindset.
• Ability to work collaboratively across multiple departments.
• Fluency in English; Mandarin is an advantage.

Required skills

• Knowledge of guest profiling and personalization techniques.
• Experience with service recovery and complaint handling processes.
• Familiarity with luxury hotel operational systems and standards.