Guest Experience Manager

About the role

You will work closely with the Assistant Director of Clienteling and collaborate across departments such as Concierge, Housekeeping, Engineering, and Sales. This role plays a central part in delivering seamless guest experiences while partnering with senior management to enhance service for high-profile and VIP guests.

Responsibilities

• Act as a key ambassador for the hotel, building and maintaining relationships with high-profile guests and ensuring exceptional experiences throughout their stay
• Anticipate guest needs through pre-arrival engagement, personalized itineraries, and seamless coordination with internal teams
• Oversee guest recognition initiatives, ensuring amenities, special touches, and personalized services are executed to the highest standards
• Serve as the primary point of contact for VIP guests, managing arrivals, departures, and in-stay experiences with precision and care
• Collaborate with Concierge and other departments to curate bespoke itineraries and unique on- and off-property experiences
• Lead service recovery efforts to ensure all guest concerns are resolved promptly and no guest departs without appropriate resolution

Requirements

You are a natural relationship builder with exceptional guest engagement and communication skills, bring strong organizational capabilities and thrive in a fast-paced, detail-oriented environment, are proactive and intuitive, with the ability to anticipate needs and deliver personalized solutions, have experience with luxury hospitality systems such as OPERA, Knowcross, Alice, Glowing, Birchstreet, or Trust, demonstrate commercial awareness with the ability to upsell rooms and experiences, and are fluent in English, with additional languages considered an asset.

Qualifications

Preferred qualifications include:

• Experience with luxury hospitality systems such as OPERA, Knowcross, Alice, Glowing, Birchstreet, or Trust
• Commercial awareness with the ability to upsell rooms and experiences

Skills

• Natural relationship builder with exceptional guest engagement and communication skills
• Strong organizational capabilities and thrive in a fast-paced, detail-oriented environment
• Proactive and intuitive, with the ability to anticipate needs and deliver personalized solutions
• Experience with luxury hospitality systems such as OPERA, Knowcross, Alice, Glowing, Birchstreet, or Trust
• Demonstrated commercial awareness with the ability to upsell rooms and experiences

Benefits

This includes medical coverage, retirement benefits, paid time off, complimentary room nights, learning and development opportunities, global career opportunities, and industry-leading paid parental leave supporting eligible associates across all paths to parenthood.

Pay

TBD

Schedule

TBD