Assistant Guest Experience Manager

About the role

The Assistant Guest Experience Manager supports the Director of Guest Experience in delivering exceptional service to all guests and overseeing night‑time operations at our upcoming property in Coron. This role blends luxury guest relations with operational oversight, ensuring safety, revenue accuracy, and a strong brand presence throughout the hotel.

Key responsibilities

• Address guest complaints promptly, finding suitable solutions and escalating when necessary.
• Engage with guests across the property, welcoming VIPs and ensuring their accommodations meet agreed standards.
• Maintain a visible host presence, communicating guest requirements to staff and building brand loyalty.
• Take full responsibility for night‑shift operations, including safety, security, and supervision of contracted overnight staff.
• Monitor and inspect the overnight cleaning team to uphold cleanliness and efficiency.
• Log guest comments, prepare 24‑hour summaries for morning and operations meetings.
• Oversee employee dining, ensuring staff receive appropriate meal breaks.
• Manage guest billing, perform credit, high‑balance, rate variance, and profile audits.
• Run the Night Audit and generate required PMS reports for income reconciliation.

Required profile

• Strong customer‑service orientation with the ability to handle complaints diplomatically.
• Excellent communication skills and a proactive, hands‑on approach.
• Ability to work independently during night shifts and make decisive operational decisions.
• Attention to detail in billing, auditing, and reporting processes.

Required skills

• Experience with hotel night‑audit procedures and revenue auditing.
• Familiarity with property management systems (PMS) for reporting and reconciliation.
• Ability to supervise and motivate a diverse night‑time team.