Senior Guest Experience Manager

About the Role

Muscat is known for its blend of luxury hospitality and cultural authenticity, and at Zenith Wellness & Spa Retreat, we bring that same level of excellence to every guest interaction. We believe that exceptional service is not just about meeting expectations—it’s about creating memorable, personalized experiences that guests will return for.

We are looking for a Senior Guest Experience Manager (m/f/d) who can take ownership of our end-to-end guest journey. You are not just handling service requests; you are defining the guest experience strategy, ensuring consistency, and elevating every touchpoint across our wellness and hospitality services. You will lead a dedicated team, bridging the gap between operational delivery and luxury service standards.

You are the advocate for the guest in a room full of operational staff and management—ensuring every decision enhances satisfaction and loyalty.

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Why Work With Us?

The Environment:
Our office is located at Suite 904, Al Ghubrah Business Tower, Al Ghubrah North, Muscat, Oman. We value a workspace that promotes professionalism, attention to detail, and a culture of hospitality excellence.

Service Excellence:
We don’t need to be convinced that guest experience matters—we build our reputation on it. You will have a direct voice in shaping service standards from day one.

Modern Systems:
We utilize guest management systems, CRM platforms, and feedback tools to continuously improve service quality and personalization.

Growth:
You will have access to regional hospitality networks, training programs, and leadership development opportunities within the luxury wellness sector.

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Key Responsibilities

Guest Experience Ownership:
Oversee the full guest journey, ensuring seamless and high-quality experiences across all service touchpoints.

Service Strategy:
Develop and implement guest experience standards, policies, and continuous improvement initiatives.

Team Leadership:
Lead, train, and mentor front-of-house and guest relations teams to deliver consistent luxury service.

Feedback & Improvement:
Monitor guest feedback, analyze satisfaction metrics, and implement strategies to enhance service quality.

Stakeholder Management:
Coordinate with operations, marketing, and senior management to align guest experience with brand standards.

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What We Are Looking For

Experience:
6–10 years in hospitality, guest relations, or customer experience management, with at least 2–3 years in a senior or leadership role.

Qualifications:
Bachelor’s degree in Hospitality Management, Business Administration, or a related field.

Technical Skills:
Experience with CRM systems, guest service platforms, and performance analytics tools.

Regional Knowledge:
Experience in Oman or the GCC hospitality sector is highly preferred.

Language Skills:
English (C1) is required; Arabic or additional languages are an advantage.

Mindset:
You are service-driven and detail-oriented. You know how to anticipate guest needs, resolve challenges proactively, and deliver experiences that exceed expectations.

نوع الوظيفة: دوام كامل, دائم

الراتب المدفوع: ﷼١٬٨٠٠٫٠٠٠ لكل شهر

موقع العمل: بشكل شخصي