Guest Experience Manager

GUEST EXPERIENCE MANAGER

The Grand Taman Safari Prigen & Baobab Safari Resort

Job Summary

Responsible for leading and managing the overall guest experience across The Grand Taman Safari Prigen Theme Park and Baobab Safari Resort, ensuring exceptional service quality, guest satisfaction, operational excellence, and memorable experiences throughout the guest journey.

Key Responsibilities

1. Theme Park Guest Experience – The Grand Taman Safari Prigen

• Oversee guest services, information centers, ticketing assistance, park navigation, and visitor handling.

• Ensure smooth guest flow, service readiness, and a positive experience across all park attractions and facilities.

• Handle guest complaints, feedback, and service recovery professionally and efficiently.

• Coordinate with Operations, Animal Presentation, Life Science, Entertainment, Security, and other departments to ensure seamless guest experiences.

• Monitor guest satisfaction, service standards, cleanliness, safety awareness, and overall visitor engagement.

• Identify opportunities to enhance the visitor journey, including family experiences, VVIP handling, and special events.

2. Hotel Guest Experience – Baobab Safari Resort

• Oversee the guest journey from pre-arrival and arrival to in-house services and departure, in coordination with Front Office and other hotel departments.

• Ensure consistent hospitality standards across Front Office, Housekeeping, Food & Beverage, Recreation, and other guest-facing functions.

• Monitor guest feedback, online reviews, complaints, and service recovery to maintain high guest satisfaction.

• Develop personalized guest experiences, including VIP/VVIP arrangements, special occasions, and memorable hotel activities.

• Collaborate with Sales & Marketing to support guest loyalty, repeat visits, and positive online reputation.

3. Leadership & Service Excellence

• Lead, coach, and develop the Guest Experience team to deliver professional, proactive, and guest-oriented service.

• Establish and implement service standards, SOPs, guest handling procedures, and service recovery guidelines.

• Conduct regular service quality evaluations, briefings, and performance reviews.

• Foster a strong service culture based on hospitality, empathy, ownership, teamwork, and continuous improvement.

4. Guest Satisfaction & Performance Management

• Analyze guest satisfaction surveys, complaints, feedback trends, and online review performance.

• Develop action plans to improve guest satisfaction and address recurring service issues.

• Monitor key performance indicators and prepare regular reports for management.

• Collaborate with relevant departments to improve operational efficiency and ensure consistent service delivery across both properties.

Key Performance Indicators (KPIs)

• Guest satisfaction score and overall guest experience ratings.

• Online review ratings and sentiment across relevant platforms.

• Guest complaint resolution time and service recovery effectiveness.

• Guest feedback response rate and complaint recurrence rate.

• Compliance with service standards and SOPs.

• Team productivity, service quality, and employee development.

• Improvement initiatives implemented across the theme park and hotel.

Qualifications & Requirements

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field.

• Minimum 3–5 years of experience in guest experience, guest relations, customer service, or hospitality operations, preferably with leadership experience (FOM/ RDM/ GEM).

• Experience in both theme park, tourism attraction, and hotel operations is highly desirable.

• Strong leadership, communication, problem-solving, and conflict-resolution skills.

• Excellent understanding of hospitality standards, guest journey management, and service recovery.

• Proficient in English; additional languages are an advantage.

• Ability to work flexible schedules, including weekends, public holidays, and peak operational periods.

• Placement will be at Prigen, East Java