Guest Experience Manager

Job Details


Our client is seeking an experienced and service-driven Guest Experience Manager to oversee the daily operations of two luxury hospitality properties in Hot Springs, Arkansas. This is an exciting opportunity for a hospitality professional who is passionate about creating unforgettable guest experiences while leading a high-performing team and ensuring operational excellence.


The ideal Guest Experience Manager is a confident leader who thrives in a fast-paced environment, enjoys wearing multiple hats, and understands that every interaction and every detail contributes to the overall guest experience. This position requires a balance of exceptional hospitality, strong business acumen, and the ability to inspire others while maintaining the highest standards of service.


Key Responsibilities

• Oversee the day-to-day operations of luxury hospitality properties while ensuring an exceptional guest experience.
• Welcome guests, resolve concerns professionally, and anticipate guest needs before they arise.
• Lead, coach, mentor, and develop team members while fostering a positive and collaborative workplace culture.
• Recruit, onboard, train, and evaluate employees to maintain high service standards.
• Create employee schedules and manage labor efficiently.
• Coordinate with housekeeping, maintenance, front desk, and food and beverage operations to ensure seamless service.
• Assist with event planning and execution for special guest experiences and property events.
• Monitor operational performance and identify opportunities for process improvements.
• Manage vendor relationships and coordinate property maintenance projects as needed.
• Review financial reports, monitor budgets, and help maximize revenue while controlling expenses.
• Implement systems and procedures that improve efficiency and elevate the overall guest experience.
• Ensure all operations reflect the property's commitment to luxury hospitality and personalized service.

Qualifications

• Previous leadership experience in hospitality, boutique hotels, luxury lodging, or guest services preferred.
• Strong knowledge of hotel operations, front desk procedures, reservations, housekeeping, and guest relations.
• Experience with event coordination, food and beverage operations, sales, marketing, or revenue management is a plus.
• Excellent communication, organizational, and time management skills.
• Proven ability to lead teams, delegate responsibilities, and hold employees accountable with professionalism and respect.
• Strong conflict resolution and decision-making abilities.
• Comfortable managing multiple priorities in a fast-paced environment.
• Experience using Property Management Systems (PMS), reservation platforms, CRM software, payroll systems, scheduling software, Microsoft Office, Google Workspace, and point-of-sale systems is preferred.
• Financial reporting and budgeting experience is beneficial.

What We're Looking For


The successful Guest Experience Manager is someone who thinks like an owner rather than simply an employee. They genuinely enjoy serving others, are proactive in solving problems, and consistently look for ways to improve operations and exceed guest expectations. They remain calm under pressure, demonstrate sound judgment, and are comfortable transitioning between guest service, team leadership, business operations, and property management throughout the day.


This role requires a professional who is warm, welcoming, detail-oriented, and committed to maintaining the highest standards of hospitality. The ideal candidate possesses integrity, emotional intelligence, accountability, adaptability, and a positive, solutions-focused mindset.


Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Must be able to move throughout the property and respond quickly to operational needs.
• Flexibility to work evenings, weekends, and holidays as business demands require.