Guest Experience Manager

HRI Hospitality•New Orleans, LA

About The Position

At HRI Hospitality, we offer a unique perspective on hotel ownership and management. We’re here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community, we take it to the next level. We are looking for people to join our team that share in the passion for warm welcomes and creating an unforgettable experience for our guests. With a wide array of brands in exciting locations, HRI Hospitality is the destination to set course for growing your career!

Requirements

Experience: 4+ years in luxury hospitality, lifestyle guest relations, or experiential marketing. Deep knowledge of the New Orleans cultural and social landscape is required.
Communication: Exceptional interpersonal skills; ability to pivot between high-profile guest interactions and internal strategic planning.
Creative Eye: A strong aesthetic sense for art curation, gift design, and visual content creation.
Operational Knowledge: Proven ability to coordinate complex schedules and work across departments (Front Office, F&B, Housekeeping) to execute events.
Cultural Fluency: A deep-rooted passion for the music, art, and culinary scene of New Orleans.
Brand Integrity: A commitment to maintaining high standards of "on-brand" representation in all physical and digital spaces.

Responsibilities

End-to-End Journey Mapping: Design and curate the comprehensive guest journey, from sophisticated pre-arrival sequences to specialized VIP recognition and post-stay engagement.
Bespoke Itinerary Curation: Coordinate exclusive, hyper-local experiences and itineraries unique to the New Orleans market, positioning the property as a premier cultural authority.
Programming Coordination: Partner with the Director of Marketing (DOM) to schedule and execute "Good Measure," "High Five," and "Brutto" programming, ensuring seamless operational delivery.
Artistic Curation: Manage the on-site Art Gallery, overseeing the curation and installation of bi-monthly exhibits that align with the property's aesthetic.
VIP Advocacy: Personally "own" the VIP guest experience, providing high-touch welcomes and ensuring all preferences are anticipated and met.
Custom Amenities: Conceptualize and execute special amenity programs that reflect the brand’s personality and provide a "wow" factor for guests.
Cross-Functional Collaboration: Work closely with the operations and F&B teams to create integrated experiences for guests within the property’s various outlets.
Stewardship: Act as the ultimate Brand Ambassador; live and breathe the property’s ethos and effectively communicate brand values to both the staff and leadership.
Digital Performance: Deliver polished, on-brand assets optimized for digital performance, capturing the "Guest Experience" in real-time to support marketing efforts.
Strategic Alignment: Collaborate with the DOM and external PR Agency to ensure all curated content and on-site activations align with each property's distinctive trends and market positioning.