Manager - Guest Experience (Indian)
Cinnamon Life at City of DreamsJob Overview
We have an exciting opportunity for a Manager, Guest Experience (Indian) to join Cinnamon Life at City of Dreams, part of Cinnamon Hotels & Resorts, Sri Lanka's largest hotel owner with a portfolio of 17 hotels and resorts in Sri Lanka and the Maldives. It is a member of John Keells Holdings PLC, one of the largest listed conglomerates in Sri Lanka.
Key Responsibilities
- Lead and manage all aspects of guest experience and guest relations operations, ensuring exceptional service delivery across all guest touchpoints.
- Ensure a warm, professional, and personalised experience for guests throughout their stay, aligned with luxury hospitality standards.
- Oversee VIP arrivals, in-house stays, special requests, and personalised arrangements to create memorable guest experiences.
- Manage guest feedback, service recovery, and complaint resolution promptly and effectively to maintain high levels of guest satisfaction.
- Train, mentor, and develop the Guest Experience team to uphold service excellence and brand standards.
- Collaborate closely with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest journeys.
- Monitor guest satisfaction trends and implement initiatives that enhance loyalty, engagement, and overall guest experience.
Qualifications & Requirements
- Proven experience in Guest Relations, Guest Experience, Front Office, or a similar guest-facing leadership role within a luxury hospitality environment.
- Strong understanding of VIP guest handling, personalised service delivery, and service recovery practices.
- Exceptional communication, interpersonal, and relationship-building skills.
- Demonstrated leadership experience with the ability to coach, motivate, and develop high-performing teams.
- Indian nationality is required, with a strong understanding of the preferences and expectations of Indian luxury travellers.
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Company Information
A true city icon and urban resort, Cinnamon Life Integrated Resort brings the vibrant spirit of Colombo to life by presenting a multitude of experiences that will delight and enchant locals and travellers alike. Located on the scenic waterfront of Beira Lake and surrounded by the pulsating energy of Colombo's Central Business District, Cinnamon Life Integrated Resort invites guests to embark on a journey of discovery and adventure. Developed by John Keells Holdings PLC, Cinnamon Life Integrated Resort presents an assortment of the most contemporary guestrooms and suites, the most extensive and versatile events' spaces in the city, a vibrant and exciting new restaurant culture, and recreational facilities overlooking stunning views of the Colombo city skyline.
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