Guest Experience Manager

Your day starts with checking in with the team, prioritizing requests and allocating resources before moving fluidly across your PMS and other platforms to mentor your team and respond to guest needs in real time. You partner with the operations leaders to spot friction points in the guest journey, step in with professionalism and empathy when issues escalate, and turn frustration into a reason to return. Between guest interactions, you track feedback trends, log accurate records, and pull together reports that reveal how the team is really performing — insights that shape smarter service down the line. It's this blend of hands-on leadership and thoughtful analysis that makes every guest experience feel effortless, even when the work behind it is anything but.

JOB RESPONSIBILITIES:

• Supervise and mentor the Guest Experience team, providing guidance, training, and support to ensure delivery of outstanding service while upholding company standards.
• Act as a point of contact for guests, aiding, addressing inquiries, and ensuring their needs are met promptly and professionally.
• Collaborate with operations leaders to streamline guest service processes, identify areas for improvement, and implement solutions to enhance efficiency and effectiveness in collaboration with the Sr. Guest Services Manager.
• Utilize the Property Management system (PMS) coupled with multiple technology platforms simultaneously is required.
• Liaise with dispatch agents to coordinate responses to guest requests, prioritize tasks, and allocate resources effectively to meet service demands.
• Solicit and collect guest feedback through various channels, analyze trends, and collaborate with department leaders to implement improvements based on guest input.
• Handle guest complaints or escalated issues with professionalism and empathy; working with relevant departments to resolve issues and ensure guest satisfaction.
• Maintain accurate records of guest interactions, service requests, and feedback; generating reports as needed to track performance metrics and identify areas for improvement.

QUALIFICATIONS:

• A minimum of two (2) years of experience in a guest services/front desk managerial role, coupled with a passion for providing exceptional service and creating memorable guest experiences.
• High School Diploma or equivalent required. Associate or bachelor’s degree in hospitality management, business administration, or related field preferred.
• A genuine passion for hospitality and a dedication to exceeding guest expectations through personalized service and attention to detail.
• Excellent verbal and written communication skills, with the ability to interact professionally and effectively with guests, colleagues, and management.
• Strong problem-solving skills and the ability to think quickly to address guest inquiries or resolve issues in a timely and satisfactory manner.
• Front Desk or Guest Service experience with Marriott and/or Opera is preferred, but not required.