Guest Experience and Services Manager

Careers | Executive Leadership | Guest Experience

Full Time

Guest Experience and Services Manager

Purpose of Position

O’Two Hotels is seeking a polished, emotionally intelligent and service‑led Guest Experience and Services Manager to shape the guest journey across Terra by O’Two and Mar by O’Two. This role leads the guest‑facing rhythm of arrival, stay, recovery, recognition, concierge coordination and departure, ensuring every interaction feels personal, thoughtful and beautifully controlled.

Key responsibilities

• Lead guest experience standards across arrival, check‑in, stay touchpoints, special occasions, recovery and departure.
• Oversee Guest Service Agents, Telephone Operators, Concierge and related guest service functions as required.
• Monitor guest feedback, reviews, preferences, complaints and recovery actions with fast, visible follow‑through.
• Drive guest recognition, personalizat...