Guest Experience Manager

Makeready LLC•Nashville, TN

7h•Onsite

About The Position

The Joseph is an expression of modern luxury rooted in art, culture, and the warmth of true hospitality. Situated in the heart of Nashville, it offers a refined escape where thoughtful design, world-class culinary experiences, and meaningful service come together effortlessly. The Joseph invites guests into a world that feels both elevated and deeply personal. From curated art collections and immersive dining to serene guestrooms and intimate gathering spaces, every detail is designed to create an experience of Nashville at its most refined. The Guest Experience Manager is a dynamic, guest-focused leader responsible for curating exceptional, personalized experiences that reflect the hotel’s luxury positioning and elevate every touchpoint of the guest journey. This role serves as the ambassador of the guest experience, bridging operations, service culture, and guest engagement to ensure every stay is seamless, memorable, and distinctly Joseph.

Requirements

3–5+ years of experience in luxury hospitality, guest relations, or front office leadership
Passion for delivering exceptional, personalized guest experiences
Strong interpersonal and communication skills with a polished, professional presence
Proven ability to resolve guest concerns with discretion and empathy
Highly organized with the ability to manage multiple priorities in a fast-paced environment

Nice To Haves

Experience with guest service platforms and CRM systems preferred
Deep knowledge or appreciation of the Nashville market is a plus

Responsibilities

Serve as the primary point of contact for VIP guests, repeat visitors, and special requests
Anticipate guest needs and personalize experiences before, during, and after each stay
Handle guest concerns with urgency, professionalism, and a solutions-driven mindset
Create and execute memorable on-property experiences aligned with The Joseph brand
Champion a culture of intuitive, elevated service across all departments
Lead by example in delivering warm, engaging, and refined guest interactions
Train and mentor team members on luxury service standards and guest engagement
Partner with department leaders to ensure consistency in service delivery
Collaborate with Front Office, Housekeeping, Food & Beverage, and Concierge teams to ensure seamless guest experiences
Oversee guest preferences, profiles, and special arrangements through CRM systems
Support daily operations during peak periods, ensuring service standards are maintained
Monitor guest feedback channels (Medallia, TripAdvisor, internal surveys, etc.)
Identify trends and implement strategies to improve guest satisfaction scores
Drive initiatives that enhance the overall guest journey and brand experience