Guest Experience Manager

Job Description

• Guest Experience & Satisfaction: Ensure exceptional guest experiences throughout the guest journey, from pre-arrival to departure, while maintaining high service standards.

• Guest Relations: Handle guest requests, feedback, complaints, and service recovery promptly and professionally to maximize guest satisfaction.

• VIP & Special Arrangements: Coordinate VIP arrivals, celebrations, personalized amenities, and other special guest requests.

• Service Quality & Standards: Monitor guest satisfaction scores, online reviews, and service delivery, and implement improvements where necessary.

• Interdepartmental Coordination: Work closely with Front Office, Housekeeping, F&B, Recreation, Spa, and other departments to ensure seamless guest services.

• Team Leadership: Guide and support the Guest Experience team, ensuring professionalism, service consistency, and continuous development.

• Administrative & Reporting Duties: Prepare guest experience reports, maintain guest profiles and records, coordinate meetings and appointments, manage correspondence, and assist with administrative duties for the General Manager or resort leadership, as assigned.

• Brand Standards & Compliance: Ensure compliance with hotel brand standards, operating procedures, confidentiality requirements, and applicable local regulations.

Qualifications

• Bachelor’s degree or diploma in Hospitality Management, Tourism, Business Administration, or a related field.

• Minimum 3–5 years of experience in hotel operations, guest relations, or guest experience, preferably within a luxury hotel or resort.

• Previous supervisory or managerial experience is an advantage.

• Excellent verbal and written communication skills in English; additional languages are an advantage.

• Strong interpersonal, leadership, problem-solving, and complaint-handling skills.

• Good organizational, administrative, reporting, and coordination abilities.

• Proficiency in Microsoft Office and hotel property management systems (PMS).

• Customer-oriented, professional, detail-focused, and able to work under pressure.

• Willingness to work and reside in a remote island resort environment in the Maldives, with flexibility to work shifts, weekends, and public holidays as required.

Additional Information

What is in it for you:

• Employee benefit card offering discounted rates in Accor Hotels Worldwide
• Develop your talent through learning programs by Academy Accor
• Opportunity to grow within your property and across the world!
• Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Company Description

Mercure Maldives Kooddoo

Welcome to Mercure Maldives Kooddoo. Here, we blend authentic Maldivian hospitality with the trusted excellence of the Mercure brand. Our island resort offers a vibrant, multicultural work environment, stunning natural beauty, and endless opportunities for growth.

Be part of a passionate team that creates unforgettable experiences for guests from around the globe. If you’re enthusiastic, service-oriented, and eager to make a difference, we want you on our team!

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS