Guest Experience Manager

Los Angeles Growth - Highgate Hotels•Los Angeles, CA

1d•$75,000 - $80,000•Onsite

About The Position

The Guest Experience Manager is responsible for leading the arrival, departure, valet, transportation, and luxury guest mobility experience for The Observatory Sun Valley, A Viceroy Resort. This role oversees all valet operations, vehicle management, transportation services, and the Rivian fleet program while ensuring exceptional service standards aligned with a luxury resort environment. This leader is responsible for creating a seamless and elevated first and last impression for guests, owners, and visitors through thoughtful service execution, operational efficiency, and team leadership. The Guest Experience Manager will directly oversee the Valet and Transportation team and work closely with Front Office, Residential Services, Engineering, and Security to ensure a cohesive guest experience throughout the property. The Guest Experience Manager reports directly to the Rooms Division Manager.

Requirements

Minimum 3–5 years of leadership experience in valet operations, transportation, guest services, or luxury hospitality operations
Supervisory experience required, including experience leading and developing hourly teams in a fast-paced environment
Strong leadership, communication, and organizational skills
Ability to manage multiple priorities while maintaining exceptional guest service standards
Knowledge of valet operations, transportation logistics, vehicle safety procedures, and luxury guest arrival experiences
Must be effective in anticipating, identifying, and resolving operational and guest-related issues
Ability to understand and evaluate operational information, schedules, labor needs, and departmental reports to support business objectives
Must maintain a warm, friendly, attentive, and service-oriented demeanor at all times
Must be able to effectively communicate both verbally and in writing with guests, employees, and leadership in a courteous and professional manner
Must be effective at listening to, understanding, and clarifying concerns raised by guests and employees
Valid driver’s license with an acceptable driving record required
Ability to safely operate a variety of vehicles, including electric vehicles and SUVs
Proficiency with Microsoft Office, Windows operating systems, and hotel operational systems preferred
Ability to multitask, prioritize responsibilities, and adapt in a fast-paced luxury environment
Ability to maintain confidentiality and professionalism in all interactions
Ability to work a flexible schedule including evenings, weekends, holidays, and extended hours as operational needs require
Maintain regular attendance in compliance with hotel standards and operational scheduling needs
Maintain high standards of personal appearance and grooming in accordance with resort standards
Comply with all company policies, luxury brand standards, and safety regulations

Nice To Haves

Long hours are occasionally required
Light work — exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull
Perform other duties and responsibilities as requested by management

Responsibilities

Lead all valet, transportation, and guest arrival/departure operations for the resort and residences
Ensure all guest interactions are handled with professionalism, warmth, urgency, and attention to detail consistent with luxury hospitality standards
Oversee the daily operation of valet parking, luggage assistance, guest transportation, and vehicle retrieval services
Manage the resort’s Rivian fleet program, including vehicle readiness, charging coordination, cleanliness, scheduling, and guest orientation
Coordinate transportation logistics for guests, ownership, VIP arrivals, airport transfers, events, dining reservations, and special requests
Ensure all guest vehicles are handled safely, securely, and efficiently
Monitor arrival patterns, occupancy levels, events, and transportation demands to proactively adjust staffing and operational coverage
Maintain organization and cleanliness of valet podiums, porte cochere, loading zones, transportation areas, and vehicle staging locations
Partner closely with Front Office and Guest Services teams to ensure seamless communication regarding guest arrivals, departures, and VIP accommodations
Assist with creating memorable and personalized guest experiences that enhance overall satisfaction and brand loyalty
Respond to guest concerns and service recovery situations promptly and professionally
Recruit, train, coach, and develop Valet and Transportation team members
Create and maintain schedules that align staffing levels with operational demands and labor expectations
Conduct daily stand-up meetings and ongoing training focused on luxury service standards, safety, and operational procedures
Provide consistent coaching, performance feedback, and accountability to team members
Foster a positive, professional, and service-driven team culture
Ensure team members maintain proper appearance, grooming, and uniform standards
Support employee engagement, retention, and professional development initiatives
Participate in performance evaluations, corrective action, and recognition programs as needed
Oversee resort transportation operations, including resort shuttles, guest transportation, and third-party transportation coordination
Manage the operational readiness, charging schedules, cleanliness, maintenance coordination, and usage tracking of the Rivian fleet
Ensure all transportation vehicles meet safety, cleanliness, and presentation standards at all times
Monitor fleet usage and operational needs while making recommendations for efficiency improvements
Coordinate with Engineering and external vendors regarding vehicle maintenance and repairs
Manage departmental labor and operational expenses in alignment with budget expectations
Monitor payroll, overtime, scheduling efficiency, and staffing productivity
Assist with forecasting staffing and transportation needs based on occupancy and operational trends
Maintain accurate operational logs, vehicle usage records, incident reports, and departmental documentation
Ensure proper handling and reporting of guest vehicle incidents, claims, and damages
Support departmental purchasing and inventory controls for valet and transportation supplies
Ensure compliance with all company policies, brand standards, and safety procedures
Maintain knowledge of local driving regulations, transportation safety requirements, and risk management practices
Ensure all team members maintain valid driver qualifications as required
Conduct routine safety inspections of operational areas and transportation equipment
Respond appropriately to emergency situations and support resort emergency procedures when necessary