Guest Experience Manager

JOB SUMMARY

The Guest Experience Manager is responsible for overseeing the delivery of exceptional guest service at Trellis Spa, ensuring a seamless, personalized, and memorable guest journey. This highly visible, hands-on leadership role is actively engaged with both guests and team members throughout the day, serving as a constant presence on the spa floor.

The Guest Experience Manager leads by example, building meaningful relationships with guests, anticipating needs, supporting service recovery efforts, and coaching team members in real time to elevate the overall guest experience. This role drives guest satisfaction through service excellence, staff development, and continuous improvement initiatives while maintaining the luxury standards and reputation of The Houstonian Hotel, Club & Spa with the highest levels of professionalism, discretion, and hospitality.

ESSENTIAL JOB FUNCTIONS

• Lead front-line teams (Front Desk, Guest Services, etc.) to deliver outstanding guest service at every touchpoint.
• Maintain a consistent presence throughout the spa, engaging directly with guests and team members to ensure an exceptional and personalized experience.
• Serve as a visible leader on the spa floor, proactively interacting with guests, anticipating needs, and resolving concerns before they escalate.
• Monitor guest feedback through surveys, reviews, and direct interactions; resolve complaints and implement effective service recovery plans.
• Develop and maintain guest service standards and ensure all departments adhere to established service protocols.
• Work cross-functionally with Spa Attendants, Food & Beverage, Retail, and other departments to coordinate and enhance the guest experience.
• Identify opportunities to personalize and elevate the guest journey, including VIP amenities, special occasion celebrations, and unique service enhancements.
• Provide hands-on support to Front Desk, Concierge, and Guest Service teams during peak business periods while ensuring operational excellence and service standards are maintained.
• Train, mentor, coach, and motivate guest service teams to uphold luxury hospitality standards and foster employee engagement.
• Coach and develop team members through real-time observation, feedback, and mentoring to continuously enhance service delivery and guest satisfaction.
• Partner closely with operational leaders and frontline team members to foster a collaborative, service-focused culture and ensure seamless execution of the guest experience.
• Analyze guest satisfaction data and identify trends; develop action plans for continuous improvement.
• Assist with managing departmental budgets, staffing levels, scheduling, and operational resources.
• Stay informed on luxury hospitality, wellness, and spa industry trends to ensure Trellis Spa remains competitive and innovative.
• Other duties as assigned.

KNOWLEDGE AND SKILLS

• Bachelor's degree in Hospitality Management, Business, or related field preferred.
• 3–5 years of experience in luxury hospitality, spa operations, guest services, wellness, resort, or club environments required, with a minimum of 2–3 years in a supervisory or managerial role. Prior management experience is strongly preferred, as this position requires an accomplished leader capable of coaching teams, driving service excellence, and maintaining a highly visible, hands-on presence throughout the operation. 
• Demonstrated ability to lead through presence, influence, and hands-on engagement in a luxury hospitality, spa, resort, or club environment.
• Strong leadership, coaching, and team development skills.
• Excellent communication, interpersonal, conflict-resolution, and problem-solving abilities.
• Deep commitment to delivering exceptional guest service and guest satisfaction.
• Proven ability to build relationships with guests while creating memorable and personalized experiences.
• Proficiency with property management systems (PMS), guest engagement platforms, and guest feedback tools.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Flexible availability, including weekends, evenings, and holidays.
• Hours required: Scheduled days and hours vary based on departmental needs.

PHYSICAL JOB REQUIREMENTS

Must be able to meet the following minimum physical requirements for at least an eight-hour shift:

• Physical Stamina: Frequent standing, walking, climbing of ladders and stairs, kneeling, reaching overhead, lifting and carrying various objects weighing up to 40 lbs. Must be able to communicate effectively. Must be able to perform all activities in a professional manner. Must be able to see and read printed matter with or without vision aids.
• Hearing / Speech: Must be able to effectively engage in one-on-one communication with guests, members, and customers and use a 2-way radio to communicate clearly and accurately with co-workers.
• Vision: Must be able to accurately read instructions, reports, and log sheets. Must be able to work with computers and PDAs in varying light conditions.
• Literacy: Must be able to read, analyze, prepare, and communicate operational, guest satisfaction, incident, and departmental reports.. Must be able to analyze and process written information from a variety of sources and effectively communicate content of reports.
• Chemicals/Agents: Must be able to work safely with chemicals according to SDS sheets and all applicable laws, codes and regulatory requirements.