Guest Experience Manager

Confidential

Siem Reap permanent

Posted: February 13, 2026

Job Description

The Guest Experience department is a professional, accountable and focused team that takes full ownership of the quality of service delivery of all in-house touchpoints along the guest journey outside of the Room & Facilities, Food & Beverage, Shop & Merchandise and Travel & Tours. This includes the customer service elements of the check-in, check-out, guest inquiry and complaint handling that was previously managed by the Reception department as well as the implementation of nightly and special in-house events.

The Guest Experience Manager will be responsible for ensuring the Guest Experience team within their property are performing their Roles and Responsibilities to the expected Mad Monkey Standard. The Guest Experience team will be expected to create a special guest experience for each and every guest who chooses to stay within their property.

The Guest Experience Manager will be expected to oversee their property’s Guest Experience team, ensuring all guests are welcomed in a professional manner, shown to their room and given a professional welcome speech ensuring all necessary information is communicated to the guests during the welcome speech. The Guest Experience Manager will also be expected to manage the planning and execution of all nightly events to a high standard to support Food & Beverage sales by also ensuring daily happy hours, specials and any other promotions are communicated to our guests. The team will also be expected to support the Tours and Travel Team by providing information of available Tours within the location and surrounding areas.

All work performed by the Guest Experience Manager must be underpinned by Mad Monkey’s core values; Curiosity, Positivity, Courage, Sincerity and Family Spirit.

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