Manager of Guest Experience

About the Role

We’re looking for a Manager of Guest Experience who is passionate about hospitality, thrives in a dynamic environment, and is excited to elevate every guest touchpoint. Hospitality is more than a service function—it’s a reflection of who we are and how we make people feel. In this role, you will own the strategy, standards, and daily excellence of hospitality operations, ensuring that every guest—from first-time visitors to executive leaders—experiences Integrity’s culture, care, and attention to detail. You will lead and develop the hospitality team, establish consistent service standards, and partner cross-functionally to ensure hospitality supports business priorities, culture moments, and high-profile engagements. This role balances hands-on leadership with operational and strategic ownership, setting the tone for hospitality excellence across all guest touchpoints.

The ideal candidate will curate an ultra-premium guest experience, demonstrating "heightened hypersensitivity" to subtle details that elevate the experience. This role requires expertise in VIP client management, luxury guest journeys, white-glove service, concierge-level personalization, and executive/VIP relationships.

Ideal Backgrounds

• Luxury retail (e.g., Cartier, Rolex, Louis Vuitton, Gucci, Tiffany)
• Private Client Advisors at luxury department stores
• Luxury hotels with recent VIP-facing responsibilities
• Private clubs, country clubs, or yacht clubs
• Private aviation or FBOs
• Luxury residential concierge
• Executive hospitality
• Five-star spas and resorts
• Members-only organizations

Responsibilities

Hospitality Strategy & Experience Ownership

• 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.

Executive & High-Profile Guest Experience

• 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.

Operational Management & Readiness

• 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.

People Leadership & Team Development

• 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.

Process, Governance, & Continuous Improvement

• 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.

Requirements

• 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.
• Ability to balance hands-on execution with strategic thinking and process ownership.
• Comfortable operating in fast-paced environments requiring flexibility and discretion.