Guest Experience Manager | Colton House Hotel

Guest Experience Manager | Colton House Hotel

The Guest Experience Manager is a guest‑focused leader responsible for elevating every aspect of the guest journey while also managing the hotel’s front desk team. This role blends luxury service design with hands‑on supervision of daily guest-facing operations. Supported by a Front Desk Supervisor and the General Manager, the Guest Experience Manager ensures that the front office functions smoothly while prioritizing personalized experiences, emotional connection, and service excellence across all touchpoints.

This position emphasizes experience curation, guest advocacy, and service culture leadership, with operational management serving as the foundation that enables exceptional, memorable stays.

Let’s start off with the most important part-what’s in it for you:

The Perks

*Eligibility of perks is dependent upon job status

• Salary Range: $55,000 to $60,000 DOE
• Cellphone Allowance
• Bonus and Incentive Eligible
• Get Paid Daily (Make any day payday)
• Paid Time off & Holiday Pay (Because Balance Matters)
• Benefits - Medical, Dental, Vision, Disability, 401K
• HSA/FSA Plans -with employer contribution
• Values Based Culture (#OMGLIFE)
• Culture Add (Creating Space for Fresh Perspectives)
• Referral Bonus (Get Paid to Recruit)
• Discounted Lodging, Dining, Spa, Golf, and Retail (Yes, Discounted Travel!)
• Employee Assistance Program
• “Columbia Cares” Volunteer Opportunities
• Committee Participation Opportunities (Fun, Philanthropic, Diversity/Equity/Inclusion)
• Task Force Work Opportunities (Grow your career in idyllic locations across the globe)
• Online Learning Platform to Help You Grow!
• Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)

Our Commitment to you: 

“People never forget how you made them feel.” Maya Angelou’s famous statement serves as a rallying cry throughout Columbia Hospitality and fuels our collective drive - and success.

Our people are our purpose, and our brand is our people. We seek extraordinary individuals who drive our brand promise of Creating Exceptional Experiences. We are a people-first organization, ignited from the inside to succeed on the outside. We are a tight-knit, inclusive, values-driven team and we trust one another to have each other’s backs. We show up every day with open hearts, an inclusive mindset, and a genuine respect for those around us. We have fun, grow together, and strive to leave a positive lasting impression on everyone we meet.

What you’ll do:

The Brass Tacks

Guest Experience & Journey Design

• Create, refine, and maintain the hotel’s guest journey map, identifying opportunities to exceed expectations at every stage.
• Oversee pre‑arrival communication, VIP coordination, and special occasion planning.
• Drive personalization by understanding guest profiles, preferences, and stay history.
• Coordinate with Housekeeping, F&B, Sales, and other teams to ensure seamless cross‑departmental experiences.

Social Club Experience, Sales & Management

• Oversee Social Club membership tracking, communications, and coordination of special occasions.
• Drive membership sales through proactive outreach and by equipping team members with effective talking points to promote benefits.
• Plan and execute key Social Club events and curated experiences that elevate member engagement.
• Maintain accurate membership data and insights to support retention and revenue goals.
• Partner across departments to ensure seamless delivery of member experiences and service touchpoints.

Front Desk Leadership & Operations Management

• Lead the front desk team.
• Ensure the front desk consistently delivers warm, polished, and efficient luxury service.
• Support hiring, onboarding, training, scheduling, and performance management for the front desk team.
• Coach the Front Desk Supervisor to handle day‑to‑day desk operations while the GEM focuses on guest engagement and experience strategy.
• Partner with the General Manager on staffing plans, policy updates, and operational improvements.
• Monitor and ensure adherence to cash‑handling standards, guest privacy protocols, and brand service guidelines.

Guest Relations & Service Recovery

• Maintain a strong, visible presence throughout the hotel to greet and engage guests.
• Serve as primary point of contact for high-profile, VIP, and repeat guests.
• Respond promptly and creatively to guest feedback, concerns, or issues.
• Conduct thoughtful post‑stay follow-ups and encourage loyalty and return visits.

Service Culture Development

• Lead training sessions on luxury service standards, storytelling, personalization, and emotional hospitality.
• Empower team members to anticipate guest needs and create thoughtful, meaningful moments.
• Celebrate service wins and cultivate a positive, guest‑centric work environment.

Experience Programs & Signature Touches

• Oversee welcome rituals, curated local experiences, seasonal amenities, and bespoke offerings.
• Create partnerships with local artisans, restaurants, and cultural organizations to enhance the hotel’s boutique identity.
• Curate sensory details such as lobby ambiance, scent, music, and guest‑facing touchpoints.

Quality Assurance & Performance Insights

• Monitor guest satisfaction channels (survey responses, review platforms, direct feedback) and analyze trends.
• Share weekly/monthly insights with leadership, highlighting wins and opportunities.
• Conduct regular service and experience audits to ensure consistency and quality.

Other duties assigned as needed.

The Nitty Gritty

• 3 years of experience in luxury hospitality, guest relations, or front desk leadership.
• Strong emotional intelligence, communication, and interpersonal skills.
• Demonstrated ability to inspire teams and lead by example.
• Experience with luxury service standards, guest recovery, and personalization.
• Familiarity with boutique hotel operations, property management systems, and CRM tools.
• Excellent problem-solving and multitasking skills.
• Strong organizational and time management skills.

• Strong computer skills: full knowledge of Microsoft Office with an emphasis on Outlook, Excel and Word.
• Proficient in hotel front desk software such as Opera and other property management systems.

• Excellent written and verbal communication skills with ability to interpret written and oral instructions.

Work Environment & Physical Requirements:

• Flexible availability including weekends, evenings, and holidays.
• Must be able to stand and move about the area for extended periods of time 
• Frequently required to walk, sit, bend, reach and use hands and arms to handle or operate office equipment 
• Occasionally required to lift, carry, push or pull items weighing up to 50 pounds unassisted (e.g., luggage, supplies, packages) 
• Must be able to hear and speak clearly to communicate effectively in person and over the phone  
• Must have the ability to read, write and visually inspect documents, information on a computer system, and work areas and monitor guest and employee interactions 

Reasonable accommodation is available for qualified individuals with disabilities upon request.

Don’t meet every single requirement? At Columbia Hospitality we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles. 

The Fine Print
Columbia Hospitality, Inc. is an equal opportunity employer committed to an inclusive environment without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. We strive for excellence in every position within the company and select the most qualified people who embrace our service philosophy and these values.

Accountability | Creativity | Enthusiasm | Honesty | Inclusion | Respect
 

Columbia Hospitality is a national management and consulting company with more than 25 years of experience in creating hospitality solutions and delivering exceptional experiences. Our portfolio includes award-winning hotels and resorts, premier residential communities, restaurants and bars, private and public golf clubs, conference centers, and distinctive venues. Columbia Hospitality has been consistently recognized as one of the Top Companies to Work for in Washington by Seattle Business Magazine and Puget Sound Business Journal for their commitment to creating a fun, dynamic and nurturing work environment for team members.

Salary : $55,000 - $60,000