BLUE Guide Manager (Guest Experience Manager)

The BLUE Guide Manager is responsible for leading and overseeing all active guest relation activities in the hotel. As the main driver of guest satisfaction, this role ensures excellent guest interaction, strong brand representation, and high-quality service delivery in line with TUI BLUE standards. The BLUE Guide Manager acts as a Brand Ambassador, Guest Experience Leader, and key contact for guest feedback, continuously improving service quality across the hotel.

1. Guest Relation & Service Excellence Leadership

• Lead and supervise the BLUE Guide team to deliver proactive, personalized, and memorable guest experiences.
• Ensure strong presence of the team in all guest areas, especially during peak times
• Oversee guest welcome and farewell experiences, including check-in and check-out support.
• Ensure proper handling of special occasions (repeat guests, birthdays, anniversaries, VIPs).
• Monitor guest satisfaction continuously; identify dissatisfied guests early and ensure immediate service recovery.
• Manage and support complaint handling in coordination with the TUI BLUE Experience Manager and hotel management.
• Act as the main “customer satisfaction barometer” for the hotel, reporting insights and improvement areas.

• Ensure consistent representation of TUI BLUE brand values, USPs, and service philosophy.
• Organize and oversee hotel tours for guests, day visitors, and TUI info groups (Explore TUI BLUE).
• Ensure high-quality presentations and professional brand storytelling by the BLUE Guide team.
• Promote cross-marketing of other TUI BLUE hotels regionally and globally.
• Drive guest engagement with review platforms and TUI CSQs through active but non-intrusive encouragement.

• Ensure the team provides accurate, engaging local knowledge and recommendations.
• Coordinate and support local hotel activities in line with instructions from the TUI BLUE Experience Manager.
• Maintain strong cooperation with the BLUE Guide Rep for excursions and external activities.

• Manage the BLUE Guide Digital Guest Experience function and ensure alignment with brand guidelines.
• Oversee BLUE App content accuracy, updates, and quality control.
• Ensure prompt and professional digital guest communication via the BLUE App (messages, pinboard, push notifications).
• Coordinate with central digital teams regarding App issues or improvements.
• Drive in-app promotion of hotel activities, services, upselling, and cross-department offerings.

• Ensure consistent execution of courtesy calls to in-house guests.
• Use courtesy calls to proactively identify and resolve issues before departure.
• Leverage courtesy calls to build guest loyalty and long-term relationships.

• Oversee in-house digital signage and branding compliance throughout the hotel.
• Ensure all signage follows TUI BLUE branding guidelines.
• Monitor and respond to guest feedback on review and social media platforms in line with Social Media Guidelines.
• Manage hotel social media content and communication, ensuring brand consistency and quality standards.

• Recruit, train, coach, and motivate the BLUE Guide team.
• Plan schedules, assign responsibilities, and monitor performance.
• Conduct regular briefings and feedback sessions.
• Ensure close collaboration with Front Office, F&B, Marketing, and other departments.

• Competitive salary & management benefits
• 2 days off per week
• Full Salary during probation
• Insurance & housing/transport allowance (if applicable)
• Annual leave & performance bonus
• Career growth within the brand
• Social Insurance on full salary

• Proven experience in guest relations, guest experience, or hospitality leadership (hotel or resort environment preferred).
• Strong leadership, communication, and organizational skills.
• Fluent in English (additional languages are an advantage).
• Excellent problem-solving and service recovery skills.
• Strong digital affinity (Apps, social media, guest communication platforms).
• Guest-focused mindset with high energy and professionalism.
• Ability to work flexible hours, including weekends and holidays.