Guest Experience Manager

EOS Hospitality•Marathon, FL

About The Position

The Guest Experience Manager leads the resort’s Front Desk and Concierge operations, ensuring efficient and personalized guest services and upholding the resort’s luxury hospitality standards. The position oversees guest arrivals and departures, room assignments, VIP experiences, concierge arrangements, guest requests, and service recovery. It also develops team members, monitors guest satisfaction, manages departmental administration, and collaborates with other resort departments to support seamless operations. The manager is expected to lead by example, embody the resort’s service culture, develop a highly engaged team, and uphold high standards of guest experience. Manager-on-Duty responsibilities may be assigned.

Requirements

Minimum of 3–5 years of hotel or resort Front Office leadership experience.
Excellent leadership, coaching, and organizational skills.
Outstanding communication and interpersonal abilities.
Strong problem-solving and conflict-resolution skills.
Proficiency with hotel property management systems (PMS), Microsoft Office, and guest service software.
Ability to work any shift, including early mornings, evenings, weekends, and holidays, as operationally required.
Ability to stand and walk for extended periods.
Ability to lift up to 25 pounds occasionally.
Ability to thrive in a fast-paced hospitality environment.

Nice To Haves

Previous Concierge or guest experience leadership experience is strongly preferred.
Luxury resort or full-service hotel background is strongly preferred.

Responsibilities

Lead and oversee the daily operations of the Front Desk and Concierge departments.
Ensure efficient, personalized guest check-in, check-out, and concierge services.
Supervise Front Desk Agents, Concierge staff, Bell Services, and Valet, if applicable.
Manage room inventory and assignments, VIP arrivals, special requests, and guest flow.
Maintain cash-handling procedures, audit compliance, and operational standards.
Prepare department schedules and manage labor costs.
Conduct daily team briefings and communicate operational updates.
Ensure compliance with resort policies, safety standards, and brand service expectations.
Oversee concierge services, including transportation, dining reservations, excursions, spa appointments, recreational activities, and special guest requests.
Build and maintain relationships with local vendors, tour operators, and partners.
Ensure prompt and accurate fulfillment of guest requests.
Personally assist VIP guests and resolve complex or high-priority service issues.
Promote resort amenities, activities, and local attractions to support guest satisfaction and revenue.
Monitor guest feedback in real time and implement service recovery strategies.
Recruit, hire, train, coach, and mentor Front Office and Concierge team members.
Conduct performance evaluations and provide ongoing feedback and development.
Foster a positive, service-oriented culture emphasizing teamwork, accountability, and humility.
Address employee concerns and administer corrective action as needed.
Ensure continuous training in luxury hospitality, guest engagement, and personalized service standards.
Handle guest concerns and escalations professionally and resolve them in a timely, effective manner.
Monitor guest satisfaction scores and drive continuous improvement.
Serve as the primary point of contact for complex guest issues.
Champion personalized service for all guests.
Prepare operational reports, departmental metrics, and performance dashboards.
Assist with departmental budgeting, forecasting, and expense management.
Maintain accurate records and documentation.
Collaborate with Housekeeping, Engineering, Food & Beverage, Sales, Recreation, and other departments.
Perform Manager-on-Duty responsibilities as assigned.