Manager, Guest Experience

Job Responsibilities

• Define and continuously elevate Integrity’s hospitality and guest experience standards.
• Own the end-to-end guest journey, ensuring experiences are welcoming, seamless, and consistent.
• Serve as the escalation point for complex or high-visibility hospitality needs.
• Partner with Culture, Events, Facilities, and Executive teams to align hospitality with broader initiatives.
• Oversee and support VIP, executive-level, and “red carpet” meetings including Board sessions and MBRs.
• Ensure elevated logistics for high-impact engagements (room preparation, catering flow, gifting, parting moments).
• Coach the team on anticipatory service and white-glove hospitality expectations.
• Own daily hospitality operations including meeting space readiness, supply standards, and service coverage.
• Oversee catering operations, vendor partnerships, and ordering cadence.
• Build scalable processes that allow hospitality excellence to function consistently.
• Ensure alignment with safety, security, and reception protocols.
• Lead, coach, and develop the hospitality and guest experience team.
• Set clear expectations around service standards, professionalism, and accountability.
• Own onboarding and training for hospitality team members, reinforcing culture and experience expectations.
• Provide ongoing feedback, performance development, and recognition.
• Act as a point of leadership visibility for the team, modeling hospitality behaviors daily.
• Establish standard operating procedures for hospitality workflows.
• Identify opportunities to improve efficiency, guest satisfaction, and cost stewardship.
• Track trends, feedback, and operational insights to inform future enhancements.
• Ensure hospitality practices are scalable, sustainable, and aligned with organizational growth.

Your Experience And Skills

• 2-4+ years of experience in hospitality, guest services, or experience-focused roles (corporate, luxury, events, or tourism preferred).
• Demonstrated experience leading or coaching teams in a service-oriented environment.
• Strong executive presence with a guest-first, solutions-oriented mindset.
• Exceptional communication, judgment, and attention to detail.
• Ability to balance hands-on execution with strategic thinking and process ownership.
• Comfortable operating in fast-paced environments requiring flexibility and discretion.
• Experience supporting executive or high-profile engagements preferred.

About Integrity

Integrity is one of the nation's leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead. Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge.