Guest Experience Manager

Mission Statement:

Our mission is to create experiences by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home.

We are anything but standard.
Our DNA is Unconventional + Compassionate, Creative + Pragmatic and Individuality + Teamwork.
  • Unconventional: “That's the way it is done” mentality is never the answer.
  • Compassionate: Having sympathy, putting yourself in someone else shoes
  • Creative:  Thinking outside the box, finding creative ways to solve problems
  • Pragmatic: How you will get something done.
  • Individuality: Not rely on others to achieve your goals or get the work done
  • Teamwork: working together towards a common goal


Job Purpose:

This position has as key objectives the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel by monitoring daily experience performance and Guest feedback, representing the Guest within the hotel and supporting GM on achieving positive results and Guest Experience targets. To ensure full compliance of the Brand Assurance Program at the property, the implementation and follow-up of brand essentials (standards) and quality programs, including related training, with the aim of ensuring brand consistency and excellence, while supporting optimal Guest Experience, increased satisfaction and loyalty.  To resolve any guest complaints or issues and ensure employees properly trained to provide customer service. 


Duties and Responsibilities:

Voice of the Guest

Brand Assurance and Quality Program


Operational / Guest Service

Qualifications, Knowledge and Skills:

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