Guest Experience Director
Song Saa Private Island is Cambodia’s first private island resort, setting new benchmarks for luxury and sustainability. This award-winning five-star property has 24 private pool villas built with sustainable materials and the most profound respect for the environment.
The Guest Experience Director leads our talented front-of-house teams to provide award-winning, meaningful experiences to our guests. From setting foot on the island until they wave goodbye, the Guest Experience Director ensures our guests have an unforgettable experience.
We are looking for an enthusiastic and passionate Guest Experience Director with vast experience in holistic wellness to be part of this exciting opportunity on the relaunch of our Wellbeing Sanctuary as Song Saa deepens its wellbeing offerings.
This role requires a dynamic, motivated individual who embraces Song Saa’s vision of high-end, responsible tourism.
Key Responsibilities:
- Play an active role leading up to the relaunch of our Wellbeing Sanctuary expansion.
- Work closely with Founder/CEO, Spa and Wellbeing manager and team in developing integrative holistic wellness journeys
- Overseeing flawless execution for all wellness programs and guest experiences and ensuring adherence to the brand standards and amazing guest experience.
- Oversees and supports the department heads in the daily operation of the Guest Experience, Spa & Wellness, Watersports, F&B, and Kitchen departments.
- Display leadership in ensuring exceptional guest experience, excellent customer service, and developing strategies to achieve operational growth.
- To establish and encourage a strong relationship with our guests and provide accurate and accessible information about our facilities and services by being present and “hands-on”.
- Manage the departments through the Department Heads to ensure that department manning is effective, costs are managed, and that service experience is delivered to a consistently exceptional standard.
- Event manage in person all of Song Saa’s special events such as weddings, VIP guest itineraries, festive season events, retreat and wellness programs
- Work with the Resort Manager and senior management team to ensure that all relevant systems and procedures are aligned and executed consistently.
- Maximize all team members’ revenue and productivity and identify the most efficient means to direct resort information to guests.
- Plans and forecasts future arrivals, focusing on special requests and guest requirements and ensuring communication to relevant departments as applicable.
- Foster a learning culture within the departments and encourage the team to interact through soft/social skills development.
- Compile reports budgets, as needed, and read P&L support action plans accordingly
- Review comment cards, guest satisfaction results and other data to identify areas of improvement
- Stay updated on industry trends and best practices in holistic wellness, incorporating innovative ideas into our offerings.
Personal Requirements:
- A minimum bachelor’s degree in Hospitality, Hotel Management, or Wellness/spa management
- Five years of experience in high-end hospitality & wellness properties with proven results.
- Previous pre-opening experience in spa or other wellness retreats would be an advantage.
- Creative, adventurous personality with an eye for detail and strong guest communication skills.
- Working knowledge of Opera PMS, Excel, Word and PowerPoint and or other CRS systems is an advantage
- Ability to communicate in written and spoken English to an exceptional standard.
- Proven track record of positive, assertive leadership, team player and flexibility in a team environment.
- This “hands-on” guest interaction/focused position would suit someone with South East Asian working experience.
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