Guest Experience Assistant Manager

Zachry•San Antonio, TX

23h•Onsite

About The Position

The Assistant Guest Experience Manager supports the oversight of all guest-facing operations, ensuring seamless service delivery and exceptional personalized experiences consistent with a five-star luxury brand. This role partners closely with the Guest Experience Manager to uphold service standards, support daily operations, and act as a brand ambassador while maintaining professionalism, discretion, and attention to detail.

Requirements

High School Diploma or equivalent required
Minimum 2–4 years of experience in luxury hospitality (5-star or Forbes-rated preferred)
Strong guest service and problem-solving skills with a focus on personalized luxury experiences
Ability to handle sensitive guest situations with discretion and professionalism
Excellent communication and interpersonal skills
Emerging leadership skills with the ability to support team performance and operations
Ability to manage multiple priorities in a fast-paced environment
Strong organizational and time-management skills with attention to detail
Proficiency in hotel systems including PMS and standard reporting tools
Ability to work flexible schedules including evenings, weekends, and holidays
Professional appearance and adherence to grooming standards
Strong commitment to service excellence, safety, and operational consistency

Nice To Haves

Previous supervisory or lead experience in front office, guest relations, or guest experience operations preferred
Experience working in a full-service or luxury hotel environment preferred
Hospitality or business-related coursework or certifications preferred

Responsibilities

Support the Guest Experience Manager in serving as a point of contact for VIPs, repeat guests, and special-status guests.
Anticipate guest needs and assist in resolving concerns with poise, empathy, and discretion.
Assist with handling escalated guest issues and service recovery in alignment with brand standards.
Ensure all guest interactions reflect refined, personalized, and anticipatory luxury service.
Support oversight of front desk, concierge, bell services, valet, and coordination with housekeeping and other departments.
Assist in ensuring smooth execution of arrivals, departures, and in-house guest requests.
Monitor room inventory, upgrades, amenities, and special preferences for upcoming arrivals.
Conduct regular property walks to ensure cleanliness, presentation, safety, and ambiance meet luxury standards.
Act as Manager on Duty (MOD) as scheduled, supporting leadership presence and operational decision-making.
Assist in supervising team members and ensuring adherence to service standards, grooming, and brand expectations.
Support training efforts, coaching, and ongoing performance feedback.
Promote a positive, service-driven, and professional work environment.
Support guest and employee safety by coordinating with security and assisting in incident response.
Maintain knowledge of emergency procedures and support response efforts as required.
Assist in completing incident reports and operational logs with accuracy and professionalism.
Ensure compliance with all brand policies, privacy standards, and local regulations.
Communicate guest concerns, operational issues, and VIP notes to leadership and relevant departments.
Support reporting and documentation related to guest experience and operations.
Assist in monitoring financial activity related to guest services, including billing accuracy and adjustments.