Guest Experience Manager

Duties and Responsibilities

• Lead, train, and inspire the Guest Experience teams, ensuring consistency in service delivery, guest engagement, and brand standards.
• Serve as the acting leader in the absence of the Director of Guest Experiences and Assistant Director of Guest Experiences.
• Resolve guest issues with discretion and efficiency, ensuring full satisfaction and proper documentation.
• Maintain a visible presence in guest-facing areas—including The Cathedral and The Library—to support teams and assist guests in real time.
• Ensure that guest preferences, profiles, and special requests are accurately recorded, communicated, and fulfilled.
• Monitor team performance and actively coach staff on service excellence, upselling, communication, and handling complex requests.
• Oversee arrival and departure coordination for VIPs, special occasions, and high-touch guests.
• Maintain full knowledge of in-house guests, room types, hotel offerings, local events, and operational schedules.
• Collaborate closely with Housekeeping, Food & Beverage, Concierge, Security, and Engineering to facilitate seamless service experiences.
• Review and follow up on all guest feedback—verbal and written—to drive continuous improvement.
• Manage daily communication logs and ensure relevant information is passed along between shifts and teams.
• Handle emergency or unusual situations with professionalism and calm, serving as the point of contact during critical moments.
• Support the team in executing personalized guest experiences, amenity programs, and curated guest itineraries.
• Uphold security protocols, ensure guest confidentiality, and maintain a luxury environment that is safe and welcoming at all times.

Qualifications

• Minimum 3 years of front office or rooms leadership in a luxury hotel or resort.
• Prior experience with Forbes properties preferred.
• Bachelor's degree in Hospitality or related field; or equivalent work experience.
• Advanced knowledge of Opera or equivalent PMS system.
• Experience in a hotel pre-opening or repositioning environment is a plus.
• Passion for luxury service, cultural storytelling, and creating emotional guest connections.
• Flexible schedule, including availability for evenings, weekends, and holidays as needed.

Skills

• Strong conflict resolution, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills.
• Highly organized and adaptable, with a strong sense of urgency and attention to detail.
• Detail-oriented with ability to manage multiple priorities under pressure.
• High emotional intelligence and luxury guest engagement capability.
• Professional, polished, and guest-centric demeanor.

Physical Demands and Work Environment

• Endure various physical movements throughout the work areas
• Ability to move safely in uneven terrain or in confined spaces
• Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout work shift
• Medium Work: Exerting up to 40 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly moving objects, may occasionally lift and/or move up to 25 pounds.

Pay

Annual salary of $90,000 per year.

Schedule

Full time position.