Guest Experience Manager

About the role

Guest Experience Manager at Fairmont Amman, Amman, Jordan.

Employment: Permanent. Schedule: Full-Time. Original posting date: 2026-09-06.

Responsibilities

• Lead guest-experience initiatives and support the GM in embedding guest focus and communicating brand-assurance/quality programmes.
• Prepare departments for LQA/BARE audits and mystery visits, conduct self/cross-department assessments using iAuditor and other tools and follow departmental action plans and programmes such as ResaVision.
• Review Voice of Guest feedback/trends daily, report improvement/praise at morning briefings, hold weekly department reviews and lead guest-experience ambassadors’ investigations and improvement work.
• Contact guests directly, improve in-house feedback collection, assess service standards and circulate updates/best practices with follow-through.
• Respond to every negative review across guest, social and travel channels; respond to positive reviews on GSS and TripAdvisor only. Implement Local Measure with Marketing or E-commerce.

Qualifications and working requirements

• Bachelor’s in Hospitality/related field and 2–5 years’ strong hotel-operations or client-facing service background; international-chain experience is preferred.
• Strong Outlook/MS Office skills, Opera/comparable-system experience and interpersonal/problem-solving ability. Fluent English; additional languages are advantageous.

Application

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