Guest Experience Manager
About The Position
The Guest Experience Manager plays a central role in creating unforgettable, deeply personalized stays for our most discerning guests. This position leads and enhances the full VIP journey — from pre-arrival communication and special arrangements to in-stay experiences and post-departure follow-up. This leader partners with multiple departments across the hotel to ensure our guests receive seamless, anticipatory service that reflects oyr Hotels high standards. Guest Experience Managers possess strong leadership, communication and relationship skills. This role leads other associates by coaching, giving direction and may include training, scheduling, payroll and interviewing. Guest Experience Managers lead associates in significant service providing positions that may include bell, and front desk. This highly visible role gives opportunity for casual conversation and has a direct impact on creating the guest experience. This position requires knowledge of hotel services, local events and venues, and transportation options.
Requirements
- A true desire to satisfy the needs of others in a fast-paced environment.
- Refined verbal and written communication skills, as well as strong computer, multi-tasking, and problem-solving skills.
- Experience using hotel property management systems like Opera or Colleague Advantage is a plus, and knowledge of HotSOS and Zingle is helpful, but not required.
- Preferred candidates will have open availability 7 days a week, including Holidays and Weekends.
- Must be able to work any shift: mornings, afternoons, evenings, and overnight shifts; on any day, including weekends, and holidays as needed.
- One year of hotel supervisory experience preferred.
- Must have experience and a thorough understanding of hotel guest services.
Responsibilities
- Oversee all bellman operations and assist with front desk operations as needed.
- Train, coach, and inspire team members to exceed Hyatt service standards
- Develop short- and long-term plans to support both daily operations and long-term goals
- Respond to guest needs with a proactive, solution-driven approach
- Foster strong communication and collaboration with Housekeeping and other departments
- Stay informed on hotel promotions, packages, and rates, and ensure your team is as well
- Handle guest feedback thoughtfully and take action to ensure satisfaction
Benefits
- Multiple Tiers of Medical Coverage
- Dental & Vision Coverage
- 24/7 Teledoc service
- Free Maintenance Medications
- Pet Insurance
- Hotel Discounts
- Tuition Reimbursement
- Paid Time Off (vacation, sick, bereavement, and Holidays).
- 401K Match
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
