OZEN RESERVE BOLIFUSHI, part of THE OZEN COLLECTION, is a haven of refined elegance and timeless sophistication, located in the heart of the Maldives. With an unwavering commitment to excellence, our resort blends contemporary luxury with authentic island charm, providing an immersive experience that redefines hospitality.
Our "Joy of Giving" philosophy is the driving force behind everything we do—creating unparalleled moments for our guests, empowering our colleagues ("OZENERs"), and fostering strong partnerships.
As we continue to set new standards in the industry, we are looking for a passionate and experienced Guest Experience and Quality Manager to join our team.
About OZEN RESERVE BOLIFUSHI
Nestled in the pristine waters of the Maldives, OZEN RESERVE BOLIFUSHI is an exclusive private island retreat, offering ultra-luxurious accommodations, world-class dining, and exceptional service. From lavish overwater villas with private pools to secluded beachfront sanctuaries, our resort is designed to provide the ultimate in comfort and privacy.
The resort features:
✅ Ultra-luxury villas and private reserves with direct beach and lagoon access.
✅ Gourmet dining experiences featuring global cuisine and premium beverages.
✅ ELENA Spa & Wellness Complex, offering rejuvenating therapies and holistic well-being programs.
✅ Curated experiences, including diving, water sports, and cultural activities.
✅ Personalized butler services to elevate the guest experience to new heights.
OZEN RESERVE BOLIFUSHI is not just a workplace—it is an opportunity to be part of something extraordinary, where innovation, attention to detail, and guest satisfaction are at the core of our operations.
Position: Guest Experience and Quality Manager
We are seeking an experienced and motivated Guest Experience and Quality Manager to ensure that our guests receive the highest level of service. This role is pivotal in enhancing guest satisfaction, maintaining operational excellence, and driving continuous improvement.
Key Responsibilities:
- Oversee and manage the overall guest experience journey, ensuring personalized and memorable interactions.
- Lead, train, and motivate the Guest Experience and Butler team to uphold service excellence.
- Conduct detailed room inspections before guest arrivals, ensuring all accommodations meet the highest standards of cleanliness, maintenance, and luxury.
- Monitor and analyze guest feedback through surveys, reviews, and direct communication, implementing action plans for continuous improvement.
- Handle guest complaints professionally, ensuring swift resolution and guest satisfaction.
- Collaborate with Housekeeping and Engineering to identify and resolve maintenance issues in guest rooms and public spaces.
- Work closely with the Front Office team to manage room allocations, optimize inventory, and enhance the guest arrival experience.
- Develop and implement Standard Operating Procedures (SOPs) to ensure consistency in guest service delivery.
- Utilize PMS Opera, hotel management systems, and guest service measurement tools to track performance and improve operations.
- Maintain a strong presence on the floor, providing hands-on support to the team and interacting with guests to create a warm and welcoming environment.
Candidate Requirements:
- Bachelor’s degree in Hospitality Management or a related field.
- Additional certifications in hospitality management will be an advantage.
- A minimum of 2 years’ experience in a managerial role at a 5-star luxury resort with a butler service system.
- Multilingual skills are a strong advantage—fluency in Russian or Chinese is highly preferred.
- Excellent leadership skills with the ability to train, develop, and inspire a high-performing team.
- Strong communication, interpersonal, and negotiation skills to engage effectively with guests and colleagues.
- Expertise in guest complaint handling and conflict resolution, ensuring issues are addressed promptly and professionally.
- Proven experience in room inspections and knowledge of luxury hospitality standards.
- Familiarity with PMS Opera and hotel management systems to optimize guest services.
- A proactive and hands-on approach with the ability to work under pressure in a fast-paced environment.
How to Apply
If you have a passion for hospitality and the skills to enhance guest experiences at one of the Maldives’ most prestigious resorts, we invite you to apply.
📩 Submit your updated CV and supporting documents to:
📧 careers@ozenreserve-bolifushi.com
📅 Application Deadline: 10th February 2025
⚠️ Only shortlisted candidates will be contacted for further assessment.
Experience Excellence at OZEN RESERVE BOLIFUSHI
At OZEN RESERVE BOLIFUSHI, every guest interaction is a masterpiece of luxury and care. As part of our team, you will play a vital role in crafting unforgettable experiences and setting new benchmarks in hospitality. Join us today and be part of an extraordinary journey in the world of ultra-luxury hospitality.
🌐 Visit: ozenreserve-bolifushi.com
