Guest Experience Manager | Hotel Cala

Schulte Hospitality Group • Tampa, FL

6h • Onsite

About The Position

Schulte Hospitality Group is seeking a service-oriented Guest Experience Manager for Hotel Cala, a luxury hotel scheduled to open in January 2027 in Tampa. The position serves as an ambassador for the hotel’s service culture, combining Front Desk Manager leadership with the personalized approach of a VIP Concierge. The manager is responsible for guest satisfaction, team engagement, service excellence, and onboarding and training that reinforce hospitality and recognition.

The role leads guest experience efforts throughout the guest journey, including personalized service for VIPs, repeat guests, special-occasion travelers, and high-value customers. It oversees VIP arrivals, special requests, amenities, room preparations, guest feedback, and service recovery. The manager also leads Front Office onboarding, training, coaching, recognition, and team development; oversees daily Front Office operations, room inventory and readiness, staffing and schedules; and serves as Manager on Duty as required. The position may involve nights, weekends, and holidays as necessary.

Schulte Hospitality Group is a division of Schulte Companies, a third-party hospitality management company operating more than 200 locations across 38 states and 3 countries. Its portfolio includes Marriott, Hilton, IHG, Hyatt, and independent, boutique, and lifestyle properties and restaurants.

Requirements

• Minimum three years of progressive hospitality leadership experience.
• High school diploma required.
• Passion for exceptional guest experiences.
• Strong communication and relationship-building skills.
• Proven leadership and coaching abilities.
• Excellent conflict-resolution and service-recovery skills.
• Strong organizational and time-management skills.
• Knowledge of Front Office operations and hotel systems.

Nice To Haves

• Prior Desk Manager, Guest Services Manager, Concierge Manager, or similar experience.
• Hospitality-related degree.
• Experience with onboarding, training, and employee engagement programs.

Responsibilities

• Champion guest satisfaction and service excellence.
• Create personalized guest experiences from pre-arrival through departure, with particular attention to VIPs, repeat guests, special-occasion travelers, and high-value customers.
• Coordinate and oversee VIP arrivals, special requests, amenities, room preparations, and personalized experiences.
• Monitor guest feedback, online reviews, comment cards, and satisfaction metrics; identify improvement opportunities.
• Resolve guest concerns promptly and effectively using service recovery techniques.
• Lead onboarding and orientation for Front Office associates and coordinate ongoing guest service training.
• Coach, mentor, and provide real-time feedback; recognize associates who demonstrate exceptional hospitality.
• Foster accountability, engagement, teamwork, and continuous improvement.
• Oversee day-to-day Front Office operations, including room inventory, availability, status, assignments, blocking, and readiness.
• Review staffing levels and schedules to meet guest service, operational, and financial objectives; complete and monitor employee schedules.
• Act as Manager on Duty as required.
• Monitor rooms, rates, discount rates, packages, and available rooms for walk situations.
• Serve as the Front Office Service Champion and promote positive guest relations.
• Solicit employee feedback, use an open-door policy, and review employee satisfaction results to address concerns.
• Ensure effective communication with Housekeeping and maintain a productive relationship with the Valet Parking provider.
• Review the department budget to meet budgeted wages and general expenses.
• Check registration cards against arrival reports and correct discrepancies; pre-register guests according to standards.
• Hire, coach, and discipline direct reports.
• Perform other duties as assigned to meet business objectives.
• Work nights, weekends, and holidays as necessary.

Benefits

• Daily Pay, allowing associates to get paid today for work today.
• Free telemedicine and virtual mental health care access for all associates starting on day one.
• Multiple health insurance and life insurance options.
• 401(k) plan with company match.
• Paid parental leave.
• Paid time off for eligible associates according to company policy.
• Holiday pay.
• Pet insurance.
• Employee Assistance Program.
• Schulte Savings Marketplace discounts on event tickets, electronics, gym memberships, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED