Guest Experience Manager

About the role

The Guest Experience Manager leads the resort's overall guest experience strategy, service recovery efforts, and Manager on Duty (MOD) operations. This role requires holding the MOD role a minimum of five days per week, managing operational leadership and support across the property, and partnering with various departments to improve guest satisfaction.

Responsibilities

• Serves as Manager on Duty (MOD) a minimum of five (5) days per week, providing operational leadership and support across the property.
• Maintains a highly visible presence throughout the resort, especially during peak operating periods.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Advocates sound financial and business decision-making while demonstrating honesty, integrity, and professionalism.
• Learns and applies service recovery techniques to protect guest satisfaction, loyalty, and brand reputation.
• Partners closely with Front Office, Housekeeping, Engineering, Food & Beverage, Activities, and all operational departments to identify guest experience gaps, implement corrective actions, and drive continuous improvement initiatives.

Requirements

• Minimum of 2 years of experience in a hotel management or related field.
• Proven ability to lead and motivate teams.
• Strong interpersonal and communication skills.
• Experience with service recovery and guest satisfaction strategies.
• Ability to manage multiple priorities and adapt to changing circumstances.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Proven track record of delivering exceptional guest experiences.
• Experience with front desk operations and MOD responsibilities.
• Knowledge of industry best practices and trends.

Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to handle multiple tasks simultaneously and prioritize effectively.
• Proficient in Microsoft Office Suite.
• Understanding of guest feedback and service recovery systems.

Benefits

• Hyatt Vacation Ownership offers competitive benefits including health insurance, retirement plans, and paid time off.

Pay

$74,000 - $76,000 annually, with bonus eligibility.

Schedule

This is an exempt position and will be paid on a salaried basis in accordance with state and federal law. Weekends and holidays are required.

Additional Information

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.