Guest Experience Manager - Conrad Orlando

Hilton • Orlando, FL

21h • Onsite

About The Position

Conrad Orlando is where bespoke luxury meets sun-kissed adventures. As a Guest Experience Manager, you are not just overseeing daily front office operations, focused on arrival experience – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest. The stunning resort features 433 rooms (including 51 impeccably designed suites and 10 spacious family suites), 65,000 square feet of meeting space (40,000 indoor and 25,000 outdoor), a tranquil spa, two 18-hole golf courses, and 6 food and beverage outlets. This includes 3 restaurants (rooftop, southern Italian, and poolside), a cocktail bar, marketplace and in-room dining.

Requirements

• Luxury hotel experience and 2 years Management or Supervisory experience in Front Office operations.
• Forbes-rated experience required.
• Training and Quality Assurance experience with hourly team members.
• Strong understanding of luxury service standards, personalization, and confidentiality.
• Experience coordinating across departments.

Responsibilities

• Serve as visible leader of Service Excellence throughout arrival and departure touchpoints.
• Conduct structured Forbes and Service Excellence audits, observations and coaching.
• Lead onboarding, Forbes standards training, luxury service education and department certification.
• Drive Five-Star readiness initiatives, mystery shop preparation and action planning.
• Support hiring, evaluations, recognition and performance management.
• Represents the department in hotel operations meetings.
• Assists other guest service areas with daily operations and supervision.

Benefits

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO)
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what’s next

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed