Guest Experience Manager

We want a hospitality professional who is obsessed with guest satisfaction. You’re the kind of person who anticipates needs before they’re expressed, can handle high-pressure situations with grace, and knows how to lead a team to deliver consistently excellent service. You’ve worked in luxury hospitality and understand what discerning international travelers expect.

Manage the complete guest journey — from pre-arrival communication and special requests through check-in, stay, and checkout

Serve as the primary point of contact for guests, handling inquiries, concierge requests, and any issues that arise during their stay

Coordinate concierge services including private chef bookings, spa treatments, transportation, excursions, and special event arrangements

Lead and supervise the on-ground team including housekeeping, maintenance, and villa preparation staff

Conduct quality inspections before guest arrivals to ensure every villa meets our luxury standards

Handle guest feedback and reviews, responding promptly and professionally to all platforms

Develop and maintain relationships with local service providers — restaurants, tour operators, wellness practitioners, and transportation companies

Monitor guest satisfaction metrics and implement improvements based on feedback

Support the onboarding of new properties ensuring guest experience standards are met from day one

Manage emergency situations and guest complaints with professionalism and urgency

3+ years of experience in guest relations, front office, or hospitality management — luxury hotels or premium villa rentals preferred

Proven ability to deliver exceptional guest experiences and manage service teams

Strong problem-solving skills and ability to remain calm under pressure

Excellent communication skills in English — Thai language is a strong advantage, additional languages welcome

Experience managing housekeeping and maintenance operations

Strong organizational skills with ability to manage multiple properties and guest arrivals simultaneously

Knowledge of Koh Samui’s local services, attractions, and hospitality landscape is a plus

Flexibility to work weekends and holidays as needed in a hospitality environment

Degree in Hospitality Management or related field preferred

Competitive salary with performance bonuses tied to guest satisfaction scores

Work in one of Thailand’s most beautiful island destinations

Career growth within a rapidly expanding hospitality brand

Hands-on role with real autonomy and impact on guest experiences

Supportive team environment with established operational framework

At Staylar, every day is different and every guest is unique. You’ll have the freedom to create memorable experiences, the support of a growing brand, and the satisfaction of knowing your work makes someone’s holiday extraordinary. If you’re passionate about hospitality and want to make a real impact, we’d love to meet you.