Guest Experience Manager

Zachry•San Antonio, TX

1d•Onsite

About The Position

The Guest Experience Manager is responsible for overseeing all guest-facing operations, ensuring seamless service delivery and exceptional, personalized experiences aligned with five-star luxury standards. This role serves as a key leader within the hotel, acting as a brand ambassador and problem-solver while maintaining the highest levels of hospitality, discretion, and professionalism.

Requirements

High School Diploma or equivalent required.
Minimum 2–4 years of supervisory or management experience in luxury hospitality, with 5-star or Forbes-rated experience preferred.
Strong background in front office, guest relations, or guest experience operations.
Strong guest service and problem-solving skills with a focus on personalized luxury experiences.
Ability to handle sensitive guest situations with discretion, diplomacy, and emotional intelligence.
Excellent communication and interpersonal skills.
Confident leadership style with strong decision-making ability.
Ability to manage multiple priorities in a fast-paced environment.
Strong organizational and time-management skills with attention to detail.
Proficiency in hotel systems, including PMS and standard reporting tools.
Flexibility to work evenings, weekends, and holidays.
Professional appearance with adherence to grooming standards.
Strong commitment to service excellence, safety, and operational consistency.

Nice To Haves

Experience working in a full-service or luxury hotel environment.
Hospitality or business-related coursework or certifications.

Responsibilities

Serve as the primary point of contact for VIPs, repeat guests, and special-status guests.
Anticipate guest needs and resolve concerns proactively with poise, empathy, and discretion.
Manage escalated guest issues, including service recovery and compensation decisions in alignment with brand standards.
Ensure all guest interactions reflect refined, personalized, and anticipatory luxury service.
Oversee front desk, concierge, bell services, valet, and coordinate closely with housekeeping and other departments.
Ensure smooth execution of arrivals, departures, and all in-house guest requests.
Monitor room inventory, upgrades, amenities, and special preferences for upcoming arrivals.
Conduct regular property walks to ensure cleanliness, presentation, safety, and ambiance meet luxury standards.
Act as Manager on Duty (MOD) as scheduled, providing leadership, coaching, and real-time decision-making.
Supervise team members to ensure adherence to service standards, grooming expectations, and brand guidelines.
Reinforce training and provide ongoing performance feedback.
Build a service-driven, positive, and professional work environment.
Support guest and employee safety by coordinating with security and responding to incidents or emergencies.
Maintain knowledge of emergency procedures and assist in response efforts as needed.
Complete incident reports and operational logs with accuracy and professionalism.
Ensure compliance with all brand standards, privacy policies, and local regulations.
Communicate guest concerns, operational updates, and VIP details to leadership and relevant departments.
Support reporting and documentation related to guest experience and operations.
Assist in monitoring financial activity tied to guest services, including billing accuracy and adjustments.
Perform other duties as assigned to support hotel operations.
Maintain reliable and consistent attendance as an essential function of the role.