Guest Experience Manager

EOS•Marathon, FL

21h

About The Position

The Guest Experience Manager leads the resort’s Front Desk and Concierge operations, ensuring efficient, personalized guest service from arrival through departure. The role oversees guest flow, room assignments and inventory, VIP arrivals, special requests, cash handling, audit compliance, scheduling, labor costs, and operational standards. It also oversees concierge services such as transportation, dining reservations, excursions, spa appointments, recreational activities, and other guest requests, while maintaining relationships with local vendors and partners. The manager leads and develops Front Office and Concierge team members through recruitment, training, coaching, performance evaluations, and ongoing feedback. The position promotes a positive, accountable, service-oriented culture and ensures team members receive continuous training in luxury hospitality and personalized service. The role serves as the primary contact for complex guest concerns, monitors guest feedback and satisfaction, and implements service recovery and continuous improvement efforts. Administrative duties include preparing reports and performance dashboards, assisting with budgeting and forecasting, maintaining accurate records, coordinating with other resort departments, and performing Manager-on-Duty duties as assigned. The position requires flexibility to work any shift, including early mornings, evenings, weekends, and holidays, as operationally required. The manager is expected to model the resort’s service culture and uphold luxury hospitality standards.

Requirements

Minimum of 3–5 years of hotel or resort Front Office leadership experience.
Excellent leadership, coaching, and organizational skills.
Outstanding communication and interpersonal abilities.
Strong problem-solving and conflict-resolution skills.
Proficiency with hotel property management systems (PMS), Microsoft Office, and guest service software.
Ability to work any shift, including early mornings, evenings, weekends, and holidays, as operationally required.
Ability to stand and walk for extended periods.
Ability to lift up to 25 pounds occasionally.
Ability to thrive in a fast-paced hospitality environment.

Nice To Haves

Previous Concierge or guest experience leadership experience strongly preferred.
Luxury resort or full-service hotel background strongly preferred.

Responsibilities

Lead and oversee daily operations of the Front Desk and Concierge departments.
Ensure efficient, personalized guest check-in, check-out, and concierge services.
Supervise Front Desk Agents, Concierge staff, Bell Services, and Valet staff if applicable.
Manage room inventory, assignments, VIP arrivals, special requests, and guest flow.
Maintain cash handling procedures, audit compliance, and operational standards.
Prepare department schedules and manage labor costs effectively.
Conduct daily team briefings and communicate operational updates.
Ensure compliance with resort policies, safety standards, and brand service expectations.
Oversee concierge services, including transportation, dining reservations, excursions, spa appointments, recreational activities, and special guest requests.
Build and maintain relationships with local vendors, tour operators, and partners.
Ensure prompt and accurate fulfillment of guest requests.
Personally assist VIP guests and resolve complex or high-priority service issues.
Promote resort amenities, activities, and local attractions to support guest satisfaction and revenue.
Monitor guest feedback in real time and implement service recovery strategies.
Recruit, hire, train, coach, and mentor Front Office and Concierge team members.
Conduct performance evaluations and provide ongoing feedback and development.
Foster a positive, service-oriented culture emphasizing teamwork, accountability, and humility.
Address employee concerns and administer corrective action as needed.
Ensure continuous training in luxury hospitality, guest engagement, and personalized service standards.
Resolve guest concerns and escalations professionally and promptly.
Monitor guest satisfaction scores and drive continuous improvement.
Serve as the primary point of contact for complex guest issues.
Champion personalized service to create memorable guest experiences.
Prepare operational reports, departmental metrics, and performance dashboards.
Assist with departmental budgeting, forecasting, and expense management.
Maintain accurate records and documentation.
Coordinate with Housekeeping, Engineering, Food & Beverage, Sales, Recreation, and other departments.
Perform Manager-on-Duty responsibilities as assigned.