Guest Experience Manager (F/M/X)

Nestled on the Gulf of Thailand’s captivating coastline, SO Sofitel Hua Hin stands as Hua Hin’s most distinctive 5-star hotel in Cha-Am, north to Hua Hin, just a short 2.5-hour drive from Bangkok, this luxury beachfront resort offers chic design with 100 rooms and 8 villas, including private pool villas.

A luxury private beachfront experience in Hua Hin defines the experience, with soft sand underfoot, tranquil shoreline walks, and the calming sound of waves creating a sense of effortless escape. Playful artwork, contemporary architecture, exclusive accommodations, exceptional dining, and a curated selection of activities complete a refined seaside destination for couples and families.

About the role

The Guest Experience Manager is responsible for creating and delivering an exceptional, seamless and personalized guest journey before, during and after each stay. This role leads the resort’s guest experience strategy, ensuring every interaction reflects the highest luxury hospitality standards through anticipation, personalization, emotional engagement and proactive service recovery. The position works cross-functionally with Front Office, Housekeeping, F&B, Recreation, Spa, Engineering, Reservations and Sales to create memorable experiences that increase guest satisfaction, loyalty and revenue.

What you will do

• Design and continuously improve the end-to-end guest journey from pre-arrival to post-departure.
• Monitor guest satisfaction, online reputation, surveys and social media feedback to identify trends.
• Review all arrivals daily and identify VIPs, repeat guests, celebrations, long stays and special occasions.
• Ensure room allocation matches guest profile, preferences and revenue strategy.
• Lead daily guest experience meetings with operational departments.
• Anticipate guest needs through guest history, CRM data and team communication.
• Manage complex guest situations with discretion, confidence, and strong recovery service leadership
• Develop surprise-and-delight initiatives and signature luxury experiences.
• Coach operational teams on luxury service, personalization and emotional hospitality.
• Follow up with guests after departure when appropriate and encourage loyalty enrolment and repeat business

What you bring

• Bachelor's degree in Hospitality Management or related field.
• Minimum 5 years' experience in luxury hospitality, including managerial experience.
• Excellent English communication skills; additional languages are an advantage.
• Strong knowledge of PMS, CRM and guest feedback platforms.
• Exceptional leadership, emotional intelligence and problem-solving skills.

Core Competencies

• Luxury service mindset
• Guest personalization
• Operational excellence
• Anticipation of guest needs
• Attention to detail
• Relationship building
• Cross-functional leadership
• Decision making
• Coaching and mentoring