Guest Experience Manager

EOS Hospitality • Marathon, FL

36d • Onsite

About The Position

This position is expected to lead by example, embodying the resort’s service culture while developing a highly engaged team and upholding the highest standards of luxury hospitality and guest experience.

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.
• High degree of work flexibility with the ability to work any shift, including early mornings, evenings, weekends, and holidays as operationally required.

Nice To Haves

• Previous Concierge or guest experience leadership experience strongly preferred.
• Luxury resort or full-service hotel background 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, assignments, VIP arrivals, special requests, and guest flow.
• Maintain cash handling procedures, audit compliance, and operational standards.
• Prepare department schedules while effectively managing labor costs.
• Conduct daily team briefings and communicate operational updates.
• Ensure compliance with resort policies, safety standards, and brand service expectations.
• Oversee all concierge services including transportation, dining reservations, excursions, spa appointments, recreational activities, and special guest requests.
• Build and maintain strong relationships with local vendors, tour operators, and partners to enhance guest options.
• Ensure prompt and accurate fulfillment of all guest requests.
• Personally assist VIP guests and resolve complex or high-priority service issues.
• Actively promote resort amenities, activities, and local attractions to maximize satisfaction and revenue.
• Monitor guest feedback in real time and implement immediate service recovery strategies.
• Recruit, hire, train, coach, and mentor Front Office and Concierge team members.
• Conduct performance evaluations and deliver 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 with timely, effective resolution.
• Monitor guest satisfaction scores (e.g., TripAdvisor, Google, internal surveys) and drive continuous improvement.
• Serve as the primary point of contact for complex guest issues.
• Champion personalized service for all guests to create memorable experiences.
• Prepare operational reports, departmental metrics, and performance dashboards.
• Assist with budgeting, forecasting, and expense management for the department.
• Maintain accurate records and documentation.
• Collaborate closely with Housekeeping, Engineering, Food & Beverage, Sales, Recreation, and other departments for seamless operations.
• Perform Manager-on-Duty (MOD) responsibilities as assigned.

Benefits

• Competitive salary
• Medical, Dental, and Vision Insurance
• Paid Time Off
• 401(k) with Company Match
• Employee Meals
• Resort and Travel Discounts
• Professional Development Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed