Guest Experience Manager

Job Description

Addison Group is hiring a Guest Experience Manager on behalf of our client, a luxury hospitality organization located in Nashville. This position is responsible for enhancing the guest journey by delivering personalized service, supporting front office operations, and ensuring each guest interaction reflects a high level of care and professionalism.

About Our Client

Our client is a luxury hospitality organization focused on providing exceptional service, personalized experiences, and a welcoming environment for guests. Their team is committed to delivering memorable stays through strong collaboration, attention to detail, and outstanding hospitality.

Key Responsibilities

• Serve as a key point of contact for VIP guests, returning guests, and unique service requests.
• Anticipate guest needs and coordinate personalized details to enhance their experience.
• Manage guest concerns and service recovery situations with professionalism and discretion.
• Collaborate with front office, housekeeping, food and beverage, concierge, and operational teams to ensure a seamless guest experience.
• Promote a culture of exceptional service and provide guidance on guest engagement best practices.
• Train, coach, and support team members to maintain consistent hospitality standards.
• Maintain accurate guest preferences, profiles, and service information within applicable systems.
• Review guest feedback and identify opportunities to improve satisfaction and service delivery.
• Assist with daily hotel operations during busy periods while maintaining service expectations.
• Support initiatives focused on improving the overall guest experience.

Qualifications

• 3+ years of experience in luxury hospitality, guest services, front office operations, or a similar guest-facing leadership role.
• Experience supporting high-touch guest experiences and maintaining elevated service standards.
• Strong communication skills with the ability to interact professionally with guests, employees, and leadership.
• Proven ability to handle guest concerns, resolve issues, and create positive outcomes.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience using hospitality systems, guest management platforms, or CRM tools preferred.
• Hospitality, business, or related education preferred.

Benefits

• This position is eligible for medical, dental, vision, and 401(k).

Perks

• Opportunity to work with a high-end hospitality organization.
• Exposure to luxury guest service operations.
• Professional development and leadership growth opportunities.
• Competitive benefits package.

Additional Details

• Requires a professional, guest-focused approach with strong attention to detail.
• Able to work effectively in a fast-paced environment while managing multiple priorities.
• Must be comfortable interacting with guests and team members throughout the property.
• Role may require extended periods of standing, walking, and assisting with operational needs.

About the Role

The Guest Experience Manager acts as a key leader in creating memorable guest experiences, partnering with internal teams, and identifying opportunities to improve service quality and guest satisfaction.

Work Schedule

The full-time schedule includes flexibility to support guest needs, operational priorities, and high-volume periods.

Skills

• Exceptional interpersonal and communication skills.
• Ability to multitask and prioritize effectively.
• Strong organizational and problem-solving skills.
• Knowledge of hospitality systems, guest management platforms, or CRM tools.

Benefits

• Medical, dental, vision, and 401(k) benefits.

Pay

• $31.00 - $33.00 per hour.

Schedule

• Full-time schedule with flexibility to support guest needs, operational priorities, and high-volume periods.