Guest Experience Manager
Urban Rest is a fast-growing business disrupting the accommodation sector with a focus on traveller well-being and sustainability.
We are seeking an experienced Guest Experience Manager to play a critical role in ensuring exceptional day-to-day operational execution and guest satisfaction. This includes coordinating with internal and external teams to execute quality standards, resolve service requests, optimise maintenance operations, and foster positive relationships with key stakeholders.
Responsibilities:
* Perform structured Service & Product Audits (SPA) across assigned buildings.
* Identify and escalate quality issues and opportunities for improvement in building condition and guest experience.
* Monitor guest experience metrics and review open work orders daily within region to ensure timely case resolution.
* Oversight of guest arrival, in-stay, and departure touchpoints.
* Accountability for audit pass rates related to room presentation.
* Partner with Guest Relations and Account Management teams to ensure high-priority or high-impact guest cases are appropriately addressed within region.
* Balance SLA adherence with commercial value and reputational risk when triaging cases.
Key Metrics:
* Building, City/Region NPS - Target 60+ NPS within assigned building/asset.
* Readiness & Cleanliness Compliance - Target >90% pass rate on room presentation, cleanliness, and readiness audits.
* Building City/Region COGS per Occupied Room Night - Maintain or reduce within established benchmarks.
* Ops Work Order Close Time - More than 90% of cases closed within target SLA.
* Ops Work Order Aging (Over 72 Hours) - Less than 5% of total building/asset cases aged over 72 hour and less than 5% of total city cases aged over 72 hours.
Requirements:
* 5+ years in hotel operations, facilities management, property management, or guest-facing service delivery.
* Strong working knowledge of preventative maintenance systems and service work order management.
* Comfortable working independently.
* Commercially astute with a clear understanding of cost vs experience trade-offs.
* Personable, solutions-oriented, and professional in high-pressure guest or owner situations.
Diversity & Inclusion:
At Urban Rest, we extend our invitation to candidates from diverse backgrounds. Our commitment to fostering an inclusive workplace ensures that all applicants receive the necessary support and accommodations throughout the recruitment and onboarding process.
How To Apply:
Please submit your application through the link below by including an up-to-date resume with relevant skills and experience alongside a cover letter addressing how you meet the criteria and your interest in the role.