Guest Experience Manager

Concord Hospitality Enterprises•Calgary, AB

1d•Onsite

About The Position

At the Dorian, Autograph Collection and Courtyard by Marriott Calgary Downtown, associates ensure that every guest experience is a masterpiece, blending impeccable service with whimsical intrigue. The team is focused on providing guests with the best stay possible to help them pursue their passions through travel. Together, there are two unique experiences with one address and one team of hospitality professionals dedicated to being the best in everything they do. This role is seeking an engaging, approachable, and service-oriented Guest Experience Manager responsible for overseeing the day-to-day operations of the hotel to ensure exceptional guest service and smooth operational functioning. The manager will act as the hotel’s primary point of contact for guest concerns and ensure swift and effective resolution of issues. This role requires collaboration with all departments, including Front Office, Housekeeping, Food & Beverage, and Engineering, to maintain Marriott’s Brand Standards and deliver outstanding customer experiences.

Requirements

A minimum of two years of experience in a Front Office Supervisor or Duty Manager role.
A Hospitality program graduate or degree holder.
Outstanding work ethic, along with a track record of reliability, punctuality and an approachable demeanor, with a strong commitment to safety.
Solid leadership skills, adept at training, coaching and motivating a team.
Exceptional problem-solver, knowing how to troubleshoot and resolve situations efficiently.
Agile, able to shift priorities as needed, including handling guest or associate situations that may occur outside of typical work hours, covering shifts as necessary.
Excellent working knowledge of PMS systems.
Able to work well under pressure and enjoy a fast-paced environment.
An excellent communicator who values teamwork and collaboration.
Able to combine strategic planning and day-to-day management.
Physically able to stand, sit, walk, push, pull, crouch, and lift or carry objects up to 40 pounds or more.

Responsibilities

Inspire greatness in your team.
Encourage and support team members to reach their full potential.
Create a work environment that is a Great Place to Work for all.
Lead with integrity, transparency, respect, and professionalism.
Care for your team and their families.
Consistently provide the highest quality of service to our guests and associates alike, setting a shining example for our team.
Act as the primary point of contact for escalated guest concerns.
Handle guest complaints and service recovery situations professionally.
Oversee daily hotel operations, ensuring coordination between Front Office, Housekeeping, F&B, Valet, Engineering, and AYS.
Monitor check-in and check-out flow to ensure efficiency and brand compliance.
Conduct internal audits to ensure department is BSA compliant.
Conduct regular hotel walkthroughs focusing on cleanliness, safety, and service standards.
Complete and monitor Front Desk scheduling based on forecasted occupancy. Review daily (plus 3) to ensure staffing levels are appropriate for hotel operations.
Prepare detailed shift reports and communicate key updates to senior leadership and external departments.
Supervise and support front-line teams, providing guidance during operational challenges.
Assist with training and onboarding across departments as needed.
Provide coaching and counseling when performance or conduct issues arise.
Support Front Desk, Valet, Concierge, and AYS teams during high-demand periods.
Conduct annual performance reviews, providing constructive feedback and career development guidance.
Take charge during emergencies (fire alarms, medical incidents, security issues).
Ensure compliance with hotel policies, health and safety regulations, and emergency procedures.