GUEST EXPERIENCE MANAGER SKILLS, EXPERIENCES, AND JOB REQUIREMENTS

Published: May 13, 2025 - The Guest Experience Manager oversees hospitality operations with a focus on service quality and banquet coordination. This role requires strong leadership, problem-solving skills, and the ability to manage VIP experiences with discretion. The manager relies on feedback analysis and Microsoft Office proficiency to drive continuous improvement.

Essential Hard and Soft Skills for a Guest Experience Manager Resume
  • Front Operations
  • Revenue Optimization
  • System Proficiency
  • Reservation Coordination
  • Cost Control
  • Audit Coordination
  • KPI Management
  • Budget Control
  • Performance Management
  • Quality Monitoring
  • Guest Relations
  • Team Management
  • Problem Solving
  • Service Upselling
  • Guest Satisfaction
  • Team Supervision
  • Feedback Handling
  • Guest Engagement
  • Complaint Resolution
  • Team Coaching

Summary of Guest Experience Manager Knowledge and Qualifications on Resume

1. BA in Hospitality Management with 6 years of Experience

  • Previous administrative experience and hotel experience in guest relations/ quality control
  • Ability to multitask and handle assignments in a fast-paced, high-pressure work environment and meet deadlines
  • Highly organized with an ability to communicate effectively with multiple departments
  • Proven leadership experience in a spa/hotel environment
  • Work experience in a similar role, e.g., facilities management, event management, concierge, hospitality, front desk
  • Experience in planning, budgeting, and facilitating
  • Demonstrated leadership and vision in managing and influencing people
  • Ability to lead a diverse team utilizing various motivational and developmental tactics
  • Excellent communication and listening skills
  • Previous experience working with people and possesses a friendly and outgoing personality and ability to provide excellent guest service skills
  • Influencing skills and previous experience handling difficult/sensitive situations with minimal/no supervision
  • Ability to confidently utilize service recovery methods
  • Leadership experience in a luxury spa/hotel environment
  • Strong knowledge of the resort and the surrounding area 
  • Proficiency in computer technology, i.e., e-mail, MS Word, Excel, and other hotel-related systems
  • Ability to share knowledge and act as a resource in teaching others to perform tasks efficiently and safely

2. BA in Tourism Management with 3 years of Experience

  • Previous experience with hotel PMS and POS systems
  • Working knowledge of Cloud-Based Applications
  • Strong knowledge of Google Suite products 
  • Experience in front office/guest service operations as a Front Desk Supervisor or equivalent
  • Proven experience delivering results through the management of a team
  • Proficiency in Google Suite and MS Office
  • Strong management and relational skills
  • Experience in an upscale/boutique hospitality environment
  • Ability to learn quickly and adapt to changing priorities and business needs
  • Ability to maintain composure and work under pressure, managing stress to meet business demands
  • Ability to follow instructions and achieve thoroughness and accuracy when accomplishing tasks
  • Good understanding of financial documents, daily, weekly and monthly reports
  • Ability to speak and write clearly in both English and Spanish
  • Ability to carry out detailed, involved instructions, both written and oral

3. BA in Event and Venue Management with 4 years of Experience

  • Strong communication skills in both written and writing
  • Able to work a variety of days/hours, including weekends and public holidays
  • Leadership experience with proven ability to manage a large team
  • Experience in payroll, scheduling, recognition, and progressive performance management
  • Demonstrated ability to coordinate complex management tasks, to work independently, and to balance multiple priorities
  • Demonstrated experience in managing, tracking and analyzing budget trends and P&L Statement
  • Employee training experience including POS, customer service and operational skills
  • Strong organizational skills and the ability to thrive in a fast-paced environment
  • Strong customer focus, providing friendly, professional and efficient service
  • Effective problem-solving and critical thinking skills
  • Demonstrate high levels of positive energy and a willingness to take on new challenges
  • Previous experience with HotSOS/REX
  • Working experience in Table service/Fine dining/Banquet/Catering
  • Experience in a professional office and/or hospitality environment
  • Proficient in MS Office (Word, PowerPoint and Excel)

4. BA in Leisure and Recreation Management with 5 years of Experience

  • Working knowledge of all Finley Farms outlets and amenities
  • Experience in a sales capacity 
  • Communicating effectively in writing, as appropriate for the needs of the audience
  • Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.)
  • Understanding written sentences and paragraphs in work-related documents
  • Ability to listen to and understand information and ideas presented through spoken words and sentences
  • Deep knowledge of administrative and clerical procedures and systems, such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology
  • Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects
  • Working knowledge of principles and processes for providing customer and personal services
  • Ability to come up with unusual or clever ideas about products, services, or situations, or to develop creative ways to solve a problem
  • Proven working experience in the Homestay, B&B industry or a relevant industry
  • Guest Service supervisory experience in the gaming, entertainment, or hospitality industry
  • Customer service leadership experience in travel or hospitality and vacation homes
  • Must have guest service training experience
  • Must be a highly motivated, self-starter able to work with minimal supervision
  • Fluency in English and Mandarin, knowledge of other languages

5. BA in Resort and Hospitality with 2 years of Experience

  • Experience in customer service and hospitality 
  • Working knowledge of Banquet, Food and Beverage preparation and presentations
  • Experience coaching Cast Members to correct behavior across lines of business
  • Knowledge of the impact of financial aspects of an operation (i.e., operating budget, revenue, labor, inventory systems, costs)
  • Strong organizational, motivational, and leadership skills
  • Excellent communication, customer service, and problem-solving skills
  • Strong attention to detail, speed, and accuracy
  • Ability to multitask and prioritize in a fast-paced environment
  • Strong work ethic and a positive attitude
  • Able to communicate verbally, including projecting the voice across distance in everyday and loud situations
  • Ability to maintain professionalism in working with senior leaders, hourly colleagues and outside contacts and vendors
  • Ability to engage with high-touch guests or VIP guests with the utmost level of confidentiality and ensure they have an enjoyable stay
  • Possess excellent working knowledge of computer software programs to include Microsoft Office (Word, Excel and PowerPoint)
  • Ability to analyze multiple sources of feedback to identify trends and action plans for improvement
  • Able to effectively communicate English in both written and oral forms