Guest Experience Manager

About the role

The Guest Experience Manager supports resort operations as the Manager on Duty, focusing on owner and guest relations. This role monitors guest feedback, identifies trends, and works with all departments to enhance the overall guest experience at The Ritz‑Carlton Amaala.

Key responsibilities

• Manage the Guest Relations function, partnering with the GM and leadership to resolve guest issues while guests are still in‑house.
• Analyze key metrics from internal and external surveys, guest correspondence, and direct interactions to improve satisfaction.
• Communicate trends to resort leaders and develop action plans to address recurring issues.
• Conduct daily inspections of common areas, amenities, outlets, and guest units, documenting conditions for leadership.
• Coordinate Manager on Duty coverage for all shifts throughout the week.

Required profile

• High school diploma or GED with at least 1 year of guest services or front‑desk experience, OR a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or a related field.
• Strong communication skills and ability to engage multiple departments.
• Detail‑oriented with a focus on delivering exceptional service.

Required skills