Guest Experience Manager

About the role

The Guest Experience Manager leads the Guest Experience and Legendary Services team at Sofitel Legend Casco Viejo Panama, ensuring every guest receives a personalized, intuitive, and memorable stay. This senior position oversees the full journey of VIP and loyalty guests, from pre‑arrival planning to post‑departure follow‑up.

Key responsibilities

• Lead and develop the Guest Experience team, maintaining high standards of grooming, presentation, and visibility with guests.
• Ensure consistent execution of Accor Premium Luxe, Sofitel Legend, LQA standards, and brand rituals.
• Manage VIP and loyalty guest experiences, including personalized itineraries and follow‑up.
• Monitor guest feedback via TrustYou (VOG) and drive service recovery and continuous improvement.
• Oversee departmental administration, reporting, purchasing, and system usage (Opera Cloud, Alice, Royal Service).
• Promote the ALL – Accor Live Limitless loyalty program and ensure compliance with VIP procedures.

Required profile

• Minimum 3 years of hotel management experience, including a managerial role.
• Proven leadership, coaching, and team‑development abilities.
• Strong guest‑service orientation with a commitment to exceed expectations.
• Excellent communication, organizational, and interpersonal skills.
• Fluency in English and Spanish; a third language is a plus.

Required skills

• Opera and Opera Cloud hotel management systems
• Alice property management system
• Royal Service platform
• Microsoft Office suite

What we offer

• Opportunity to work in a historic UNESCO‑protected luxury hotel.
• Dynamic, multicultural environment with strong focus on professional development.
• Inclusive workplace committed to diversity and equal opportunity.