Guest Experience Manager

About the role

The Guest Experience Manager serves as a key leader in delivering a transcendent guest journey—curating personalized, meaningful experiences that embody the Faena spirit of art, culture, and service excellence. This role oversees the Guest Experience Agents, Guest Experience Ambassadors, and the Butler team, ensuring that all touchpoints reflect the highest standards of hospitality.

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.

Requirements

• 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.