Guest Happiness Manager (GHM)

Job Summary

We are seeking an empathetic, proactive, and energetic Guest Happiness Manager (GHM) to lead our guest experience and hospitality operations. In this role, you will be the heart of our property's guest relations-responsible for turning routine stays into extraordinary, memorable experiences. From personalized pre-arrival coordination and warm welcomes to real-time service recovery and post-stay engagement, you will ensure every guest feels valued, delighted, and cared for. The ideal candidate thrives on human connection, possesses sharp problem-solving instincts, and maintains high standards of service excellence across all touchpoints.

Responsibilities

• Coordinate pre-arrival communications to map out guest preferences, special requests, celebrations (birthdays, anniversaries), and dietary requirements.
• Personally greet guests upon arrival, oversee smooth check-in procedures, and provide orientation for property amenities, local attractions, and curated experiences.
• Design and implement personalized touchpoints (welcome notes, curated local gifts, surprise amenities) that elevate the guest stay.
• Walk the floor regularly to engage with guests, actively gather live feedback, and anticipate unexpressed needs.
• Handle guest complaints, operational glitches, or service breakdowns with empathy, speed, and discretion, executing immediate and effective service recovery.
• Coordinate cross-functionally with Housekeeping, Front Desk, F&B, and Maintenance teams to ensure guest requests and maintenance issues are fulfilled promptly.
• Review management and feedback analytics: Monitor online reviews (Google, TripAdvisor, Booking.com, OTA portals) and social media mentions, responding professionally and promptly to guest feedback.
• Track guest satisfaction scores (NPS/CSAT), identify service trends or operational gaps, and present weekly/monthly actionable feedback reports to property leadership.
• Implement loyalty initiatives and maintain repeat guest profiles to deliver consistent, customized service during return visits.
• Staff training and hospitality culture: Conduct regular training sessions for front-of-house and support staff on service etiquette, empathetic communication, active listening, and service recovery protocols.
• Foster a guest-first operational culture across all property departments.

Requirements

• Experience: 0 - 1 Years
• Industry: Front Office / Reception / Computer Operator / Assistant

Skills

• Guest Relation Manager
• Guest House Manager
• Guest Service Officer
• Guest Service Manager
• Guest Delight Manager

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.