Guest Experience Manager
About The Position
The Guest Experience Manager is a leadership role responsible for ensuring exceptional customer satisfaction by managing front-of-house operations, resolving guest issues, and analyzing feedback to improve service quality. The role aims to ensure each guest has a memorable stay from arrival through departure. The manager works with Operations to monitor occupancy forecasts and support seamless arrivals, uses operational processes and analytics to improve guest experiences, and is accountable for guest experience, loyalty, and business financial goals. The position may oversee lobby greeters and customer service representatives.
Requirements
- Minimum of 1–3 years of experience in hospitality, concierge services, guest services, customer service, or a related field is preferred.
- Previous supervisory, leadership, scheduling, or team management experience is preferred.
Nice To Haves
- Experience working in a resort, hotel, vacation ownership, or sales-driven environment.
- Understanding of in-house sales processes.
- Working knowledge and experience with Medallia or a comparable guest/customer experience management program.
Responsibilities
- Interact professionally and courteously with guests, addressing questions and concerns.
- Partner with Operations to monitor occupancy forecasts and ensure a seamless arrival experience.
- Strategize and orchestrate operations, processes, tools, and analytics to maximize impact for guests.
- Achieve high levels of guest satisfaction, efficiency, profitable income, and team member engagement.
- Address guest feedback and provide acceptable resolutions.
- Meet guest experience, loyalty, and business financial goals.
- Conduct quantitative and qualitative analyses of guest feedback using research and analytics methodologies.
- Develop concise reports with insights and recommended actions.
- Solicit feedback and interact personally with internal and external guests at the resort to help drive loyalty and retention.
- Promote understanding of guest behavior, segmentation, and opportunities across the organization.
- May oversee lobby greeters and customer service representatives.
- Welcome and greet guests upon arrival and assist with the resort check-in process.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision coverage
- Paid vacation, sick, and personal time
- Paid holidays
- 401(k) with company match
- Daily Pay access
- Pregnancy, parental leave, and adoption assistance
- Wellness programs
- Flexible spending accounts
- Tuition assistance
- Military leave
- Employee Assistance Program
- Life, disability, accident, critical illness, and hospital insurance
- Pet insurance
- Discounts on hotels, cruises, resorts, restaurants, entertainment, and more
- Low-cost gym membership
- Scholarship opportunity for an eligible dependent of a current team member
- Career growth and advancement opportunities
- Community involvement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
