Guest Experience Manager

Avion Hospitality Employee Services LLC•Memphis, TN

About The Position

Hyatt Centric Beale Street Memphis is seeking a hands-on Guest Experience Manager to lead personalized hospitality initiatives and improve guest satisfaction from pre-arrival through departure and post-stay engagement. Reporting to the Front Office Manager, the role combines guest experience leadership with Front Office operations, including leading Supervisors and Hosts, providing Front Desk management coverage, and maintaining service standards. The manager will anticipate guest needs, plan personalized experiences, strengthen loyalty, monitor guest feedback, and lead service recovery. The position also supports daily Front Office operations, colleague development, interdepartmental coordination, and initiatives to deliver consistent, memorable service.

Requirements

Minimum 2–3 years of hotel Front Office, guest relations, or hospitality leadership experience preferred.
Strong understanding of personalized hospitality, guest satisfaction, and service recovery.
Excellent communication, organizational, leadership, and problem-solving skills.
Demonstrated ability to coach colleagues and lead Front Office operations.
Proactive, detail-oriented, creative, and passionate about delivering memorable guest experiences.
Ability to work flexible schedules, including evenings, weekends, and holidays.

Nice To Haves

Previous supervisory or management experience in an upscale, lifestyle, or full-service hotel.
Experience with Hyatt systems, Opera Cloud, Arrival Dashboard, HySat, Medallia, or similar hospitality platforms.

Responsibilities

Lead the guest journey across pre-arrival planning, arrival, in-house engagement, departure, and post-stay follow-up.
Review arrival information, guest history, preferences, and feedback to identify VIPs, loyalty members, repeat guests, special occasions, and opportunities to personalize stays.
Communicate proactively with guests before and during their stays, confirm preferences, and prepare for special requests.
Serve as the hotel's VIP Manager by coordinating recognition, amenities, arrangements, and experiences for VIPs and loyalty members.
Maintain a visible lobby presence, welcome guests, and build genuine connections.
Partner with operational departments to communicate and execute guest preferences and special arrangements.
Collaborate with the Front Office Manager on initiatives to improve guest satisfaction and service performance.
Monitor guest surveys, HySat, Medallia, and online feedback to identify trends and improvement opportunities.
Lead guest recovery efforts, resolve concerns promptly, and complete appropriate follow-up.
Develop strategies to prevent recurring service failures and improve returning guests' experiences.
Champion Hyatt brand standards, AAA Four Diamond service expectations, guest recognition, and consistent service excellence.
Support daily Front Office operations and departmental objectives, including scheduled Front Desk management coverage.
Lead, coach, and develop Front Office Supervisors and Hosts, and support training, performance coaching, and recognition.
Assist with briefings, arrival planning, room readiness, staffing coordination, and operational communication.
Serve as Manager on Duty when assigned and make timely operational decisions.
Maintain a strong presence during peak arrival and departure periods to support colleagues and engage guests.
Coordinate with Housekeeping, Food & Beverage, Engineering, Sales, and other departments to deliver seamless guest experiences.
Develop cost-conscious guest experience initiatives, track their progress, and provide updates to the Front Office Manager and hotel leadership.
Foster teamwork, proactive communication, and shared ownership of the guest experience.