Guest Experience Manager - The Grand Luang Prabang Laos - Affiliated by Melia

Job Description

We are looking for Guest Experienvce Manager - The Grand Luang Prabang Laos - Affiliated by Melia.

 

Mission:

•    Own and elevate the guest experience end-to-end.
•    Drive brand consistency and emotional guest connection.
•    Be a culture catalyst for the service philosophy.
•    Lead Wellness, Recreation, and Guest Experience teams directly.

 

Main responsibilities:

1. Brand Culture & Service Excellence
   •    Audit and coach all teams on Melia brand standards and local service values.
   •    Lead training, re-inductions, and mystery guest audits.
   •    Create and maintain a "Guest Journey Map" tailored to Luang Prabang luxury clientele.
   2. Spa & Recreation Enhancement
   •    Collaborate with YHI Spa to curate packages using local wellness traditions.
   •    Reinvent recreation with cultural immersion: monk-led meditation, Mekong sunset yoga, artisan-led activities.
   3. Guest Satisfaction & Experience Innovation
   •    Analyze ReviewPRO, GSS, and OTA reviews weekly.
   •    Lead guest response team: review replies, complaint resolution, post-stay engagement.
   •    Introduce pre-arrival customization (The Level, VIP guest profiling, etc.).
   4. VIP + Loyalty Experience
   •    Develop and manage Guest experience.
   •    Ensure MeliaRewards integration: track engagement, elevate member journeys.
   •    Personally welcome VIPs, conduct room inspections, and assign curated amenities.
   5. Cross-Departmental Sync
   •    Build weekly touchpoints with HODs: Housekeeping, F&B, Front Office.
   •    Act as the emotional intelligence bridge between staff and guests.
   •    Translate guest feedback into training actions and operational tweaks.
   6. Sensory Architecture & Brand Voice
   •    Control music, scent, lighting, and visuals across touchpoints.
   •    Maintain digital communication boards, lobby screens, and collaterals.
   •    Localize Melia brand messaging with Luang Prabang’s soul.
   7. Sustainability + CSR Activation
   •    Showcase green initiatives to guests: organic gardens, community support, waste reduction.
   •    Build guest-facing storytelling around social impact.

 

Main requirements:

•    Emotionally intelligent leader with luxury hospitality background in Front office.
•    Strong cross-cultural communication (Laotian, regional, global).
•    Tech-savvy with ReviewPRO, PMS, CRM, digital guest journey tools.
•    Obsessed with details that create WOW moments.
•    Creative but grounded in operational structure.

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