Guest Experience Manager

HM Alpha Hotels & Resorts•Nashville, TN

1d•$70,000 - $70,000

About The Position

The Guest Experience Manager is responsible for delivering an exceptional, personalized experience for all guests, with a focus on VIPs. This role manages the concierge program, coordinates guest transportation, and ensures every aspect of the guest experience is seamless from arrival to departure. The ideal candidate is highly organized, proactive, and passionate about creating memorable experiences. HOW YOU’LL SHAPE THE EXPERIENCE & FUTURE Oversee and manage the concierge program, ensuring timely and personalized guest services Coordinate transportation for VIPs to and from the property, maintaining high standards of comfort and efficiency Responsible for VIP Airport and City transfers. Responsible for maitaining Hotel Car daily. Curate and manage the end-to-end VIP guest experience, anticipating needs and exceeding expectations Collaborate with other departments to ensure guest requests and preferences are fulfilled Report directly to the General Manager on guest satisfaction, feedback, and program performance Train and mentor concierge and guest experience staff to maintain consistency and quality Maintain accurate records of guest preferences, itineraries, and special requests Conduct regular training sessions for staff on guest interaction and service excellence Represents property management in resolving any guest related situation, supporting the tracking and resolution of service issues. Serves as a leader in displaying outstanding hospitality skills. Sets a positive example for guest relations. Empowers employees to provide excellent customer service. Observes service behaviors of employees and provides feedback to individuals. Maintains high visibility in public areas during peak times. Provides immediate assistance to guests as requested Other duties as assigned.

Requirements

High school diploma or equivalent required
Proven experience in hospitality, concierge, or guest services, preferably in luxury or upscale properties
Strong interpersonal and communication skills
Exceptional organizational skills and attention to detail
Ability to anticipate guest needs and proactively problem-solve
Professional demeanor and the ability to represent the property positively to VIPs
Flexibility to work varied hours based on guest needs and property events
Role includes driving hotel car. Candidate must have clean driving record.

Nice To Haves

Experience coordinating VIP transportation
Knowledge of local attractions, restaurants, and experiences
Leadership experience within guest services teams

Responsibilities

Oversee and manage the concierge program, ensuring timely and personalized guest services
Coordinate transportation for VIPs to and from the property, maintaining high standards of comfort and efficiency
Responsible for VIP Airport and City transfers.
Responsible for maitaining Hotel Car daily.
Curate and manage the end-to-end VIP guest experience, anticipating needs and exceeding expectations
Collaborate with other departments to ensure guest requests and preferences are fulfilled
Report directly to the General Manager on guest satisfaction, feedback, and program performance
Train and mentor concierge and guest experience staff to maintain consistency and quality
Maintain accurate records of guest preferences, itineraries, and special requests
Conduct regular training sessions for staff on guest interaction and service excellence
Represents property management in resolving any guest related situation, supporting the tracking and resolution of service issues.
Serves as a leader in displaying outstanding hospitality skills.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service.
Observes service behaviors of employees and provides feedback to individuals.
Maintains high visibility in public areas during peak times.
Provides immediate assistance to guests as requested
Other duties as assigned.