Guest Experience Manager

Hyatt Vacation Ownership

About The Position

The Guest Experience Manager leads the resort’s overall guest experience strategy, service recovery efforts, Activities team, and Manager on Duty (MOD) operations. This highly visible leader promotes guest satisfaction through proactive engagement, rapid issue resolution, cross-departmental collaboration, and consistent execution of brand service standards. The manager serves as MOD at least five days per week, maintains a visible presence in guest-facing areas, provides operational leadership, and acts as the primary escalation point for guest concerns and operational challenges. The role develops and improves service recovery strategies, monitors guest feedback and satisfaction trends, and works with department leaders to address experience gaps and prevent recurring issues. It also develops and delivers guest-service training, coaches associates and leaders, supports Front Desk operations, and promotes continuous improvement, guest loyalty, and service excellence. The Guest Experience Manager partners with Front Office, Housekeeping, Engineering, Activities, Food & Beverage, and other operational departments. The position conducts property inspections, supports safety and emergency response, communicates operational issues, and contributes to resort objectives and brand standards. Driving is required, and screening will be conducted. This is an exempt, salaried position. Relocation assistance is available.

Requirements

Driving is required for this position; screening will be required.
Ability to lead, influence, and encourage others using interpersonal and communication skills.
Ability to demonstrate sound financial and business decision-making, honesty, integrity, and professionalism.
Ability to supervise and manage employees and maintain sufficient operational knowledge to perform departmental duties when necessary.
Ability to coordinate operational responses and communicate effectively across departments.
Ability to develop and implement guest experience, service recovery, training, and corrective action strategies.
Ability to analyze guest feedback and operational data, identify trends and root causes, and implement solutions.
Ability to coach, mentor, and provide performance feedback to associates and leaders.
Ability to understand and implement emergency response plans and support safety, security, and loss prevention efforts.

Responsibilities

Serve as Manager on Duty at least five days per week, providing operational leadership and support across the property.
Maintain a visible presence throughout the resort, particularly during peak operating periods, and engage with guests to gather feedback.
Act as the primary escalation point for guest concerns, service failures, emergencies, and operational challenges during assigned shifts.
Coordinate cross-departmental responses to guest requests and concerns and ensure prompt resolution and follow-up.
Develop, implement, and continuously improve the property’s guest experience and service recovery strategies.
Own service recovery from issue identification through resolution and follow-up; document and track guest concerns and recovery actions.
Review guest feedback, surveys, social media comments, online reviews, and service trends to identify improvement opportunities.
Establish recovery standards, response protocols, and accountability measures; monitor recovery effectiveness and identify recurring issues.
Lead property-wide efforts to reduce recurring guest issues and improve guest satisfaction scores.
Conduct root-cause analyses of escalated concerns and work with department heads to develop action plans and long-term solutions.
Apply service recovery gestures consistently, appropriately, and within company guidelines.
Provide resort leadership with reporting and recommendations on guest satisfaction trends, recovery outcomes, and operational opportunities.
Develop and facilitate training on guest service standards, hospitality, service recovery, problem resolution, and conflict management.
Coach, mentor, and provide performance feedback to leaders, frontline associates, and supervisors; reinforce service expectations through observation, role-playing, and follow-up training.
Support onboarding and orientation so new associates understand guest experience expectations; measure training effectiveness and recommend improvements.
Partner with operational departments to identify guest experience gaps, remove barriers, and implement corrective action plans.
Conduct property walkthroughs and inspections to identify service, maintenance, cleanliness, safety, security, staffing, and appearance concerns.
Participate in operational meetings and contribute guest-focused perspectives to business decisions and initiatives.
Support Front Desk operations during periods of high demand and manage day-to-day operations to meet quality standards and guest expectations.
Develop goals and action plans, monitor service delivery and satisfaction metrics, and ensure execution aligns with resort objectives and brand standards.
Monitor compliance with energy conservation efforts during property tours.
Distribute daily MOD reports and communicate operational concerns to departments in a timely manner.
Understand and implement emergency response plans for incidents including accidents, medical emergencies, fire, theft, severe weather, security incidents, and elevator emergencies.
Support loss prevention and safety and security compliance; participate in investigations involving guest incidents, service failures, or employee accidents.
Provide exceptional hospitality, address guest concerns immediately, empower associates to resolve concerns when appropriate, and intervene in guest or employee situations when necessary.
Review guest satisfaction scores, comment cards, and feedback trends with associates and leaders; promote continuous improvement and guest-centric decisions.
Establish performance expectations, monitor results, provide associate guidance, and support interviewing, hiring, selection, engagement, recognition, and retention initiatives as needed.
Communicate accurate information to supervisors, peers, and team members; analyze operational data, report concerns and variances, and maintain strong interdepartmental relationships.
Participate in special projects, committees, and guest experience initiatives and perform other duties as required.