Assistant Guest Experience Manager & PA to General Manager

About the role

The Assistant Guest Experience Manager & Personal Assistant supports the General Manager while ensuring exceptional guest experiences across the hotel. This dual role acts as a bridge between guests, department heads, and senior management, handling VIP relations, service recovery, and executive administration.

Key responsibilities

• Monitor guest satisfaction scores, reviews and feedback; resolve complaints and service recovery cases promptly.
• Coordinate VIP arrivals, departures and special requests; conduct guest engagement activities.
• Prepare guest satisfaction reports and identify improvement opportunities.
• Manage the General Manager’s calendar, appointments, travel arrangements and meeting logistics.
• Draft agendas, minutes, presentations, correspondence and reports.
• Screen and prioritize communications; maintain confidential records and expense reports.
• Organise executive meetings, events and visits, ensuring smooth coordination with department heads.

Required profile

• Bachelor’s degree in Hospitality Management, Business Administration or a related field.
• 3‑5 years of experience in guest relations, guest experience or front‑office operations.

Required skills

• Hotel management systems
• Microsoft Office Suite