Guest Experience Manager

Company Description

iSanook Hotels & Resorts is a growing hospitality brand in Thailand offering modern, comfortable, and value-driven stays in Bangkok and Hua Hin. Our properties combine contemporary design with warm Thai hospitality, creating memorable experiences for both leisure and business travelers.

At iSanook, we believe in delivering more than just a place to stay - we create spaces that feel like home, and connect. Our team is passionate, dynamic, and dedicated to providing exceptional service while maintaining a friendly and inclusive work environment.

Join us and be part of a brand that values creativity, teamwork, and personal growth as we continue to expand our presence in Thailand's vibrant hospitality scene.

Role Description

This is a full-time on-site role for a Guest Experience Manager at iSanook Hotels & Resorts. The role is based in Hua Hin. The Guest Experience Manager is the heartbeat of our guest relations. Your mission is to ensure that every guest feels seen, heard, and valued. You will oversee the end-to-end guest journeyfrom pre-arrival preferences to post-stay feedbackensuring that our brand standards are not just met, but exceeded. You will be the primary point of contact for VIPs and the lead strategist for improving our guest satisfaction scores (NPS/GSS).

Qualifications

• At least 1 year of experience in Guest Relations or Front Office management within a luxury or upscale hotel environment.
• A Hospitality Heart: A genuine passion for people and a natural ability to build rapport quickly with diverse personalities.
• Data Literacy: Ability to interpret guest satisfaction data and turn it into actionable improvement plans.
• Problem-Solving Prowess: The ability to remain calm under pressure and find creative solutions to complex guest issues.
• Tech Savvy: Proficiency in Property Management Systems (e.g., Opera, HMS) and guest feedback platforms.
• Exceptional written and verbal communication skills.
• Bachelor's degree in Hospitality Management or a related field.
• Multilingual skills (highly valued for international guest interaction).