About Us:

Join the team at Vincci EverEden 4*, a luxury beachfront resort under the renowned Vincci Hoteles brand. Set in a stunning coastal location, our resort is dedicated to creating memorable hospitality experiences for our guests. At the same time, we are committed to cultivating a professional, supportive, and well-structured working environment where our people can grow, collaborate, and take pride in what they do.

Job Overview:

The Guest EXperience Manager is responsible for ensuring the highest levels of guest satisfaction by providing exceptional service throughout the guest experience. This role oversees all aspects of guest relations, handles guest feedback, manages VIP services, and coordinates with multiple departments to exceed guest expectations in a luxury resort setting.

Key Responsibilities:

• Greet and welcome all guests with warmth and professionalism, ensuring a memorable first impression.

• Develop and implement guest service initiatives to enhance the resort experience.

• Serve as the primary point of contact for guest complaints, resolving issues promptly and professionally.

• Monitor guest feedback via surveys, online reviews, and in-person interactions; analyze trends and report findings to senior management.

• Oversee VIP and repeat guest programs, ensuring personalized service and recognition.

• Coordinate with FO, housekeeping, food & beverage, concierge, and other departments to ensure seamless guest experiences.

• Conduct regular guest satisfaction audits and implement action plans for service improvements.

• Train, mentor, and supervise guest relations staff to uphold service excellence standards.

• Organize and participate in guest activities, events, and special occasions as needed.

• Ensure all guest relations operations comply with the resort’s policies, brand standards, and legal regulations.

Candidate Profile:

• Previous experience (2+ years) in guest relations, front office, or hospitality management, preferably in a luxury or resort environment.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Fluent in English; additional languages are a plus.
• Ability to work flexible hours, including weekends and holidays.
• Knowledge of hotel PMS (PROTEL preferred) is a plus.

What We Offer:

• Competitive compensation package
• Employee discounts on resort services
• Training and professional development opportunities
• Supportive and professional working environment
• Employee meals at the staff restaurant