Guest Experience Manager

POSITION OBJECTIVE

The Guest Experience Manager ensures luxury experiences for our guests by driving excellence in concierge services, care and coordination of needs related to VIPs, providing delightful experiences in the name of warm, generous, elevated service, and managing service recovery throughout the hotel. The Guest Experience Manager oversees the concierge team, Guest Experience Curators, and provides direct, frequent support to Front Office and Guest Relations teams. The Guest Experience Manager is actively involved in all aspects of guest services to ensure a seamless and exceptional experience for every guest.

ESSENTIAL JOB FUNCTIONS

Guest Experience & Service Excellence

• Supports Front Office and Executive Committee in ensuring VIP and high-profile guests receive highly personalized service throughout their stay.
• Effectively responds to and handles guest requests, problems and complaints during and after stay.
• Emphasizes guest satisfaction during all departmental and operational meetings and focuses on continuous improvement.
• Responsible for short-term pre-arrivals and in-house guests.
• Ensures seamless delivery of guest services & requests.
• Advance pre-arrivals for all non-group guests with 14-day advance notice.
• Coordinate any pre-arrival requests and create itineraries in collaboration with the Concierge & Guest Relations Coordinators.
• Influences the team to research & use clues to ensure Opera data quality & usage in order to boost guest engagement.
• Oversee the creative development and presentation of luxury amenities, ensuring they reflect guest preferences and brand standards.
• Ensure VIP rooms are prepared to exact preferences through detailed pre-arrival coordination, room inspections, and real-time adjustments that anticipate guest needs and elevate the stay.
• Monitor and update service requests orders via Hotsos for guest satisfaction.
• Act as the primary point of accountability for VIP guests-proactively engaging during the stay, resolving concerns immediately, and ensuring seamless communication across departments to protect and enhance the guest experience.

Team Leadership & Development

• Supports Front Office Management with requests as needed.
• Lead, train, and mentor concierge team members and Guest Experience Curators (GEC) in delivering exceptional service and maintaining luxury service standards.
• Create a culture of excellence, engagement, and accountability.
• Conduct regular performance evaluations and provide coaching.

Chef Concierge Responsibilities:

• Lead and oversee the daily operations of the Concierge Desk, ensuring service delivery meets the highest luxury hospitality standards.
• Provide expert guidance and recommendations to guests on local restaurants, attractions, cultural experiences, transportation, nightlife, shopping, and exclusive events.
• Maintain an up-to-date and curated knowledge base of local experiences, seasonal events, and emerging destination trends.
• Continuously research new venues, restaurants, and experiences to provide guests with unique and authentic recommendations.
• Establish and maintain strong working relationships with local restaurants, luxury service providers, tour operators, transportation companies, cultural institutions, and event organizers.
• Regularly evaluate partners to ensure they align with the hotel's luxury standards and guest expectations.
• Negotiate preferred access and benefits for hotel guests when possible.
• Represent the hotel within the local hospitality and concierge community to strengthen partnerships and expand service opportunities.
• Encourage curiosity, destination knowledge, and service creativity among the team.

Guest Relations

• Welcome and acknowledge each and every guest with a smile and a friendly verbal greeting, using the guest's name when possible.
• Recognize all guests and build rapport in order to develop personal guest contact, obtain preferences and proactively anticipate guest needs.
• Actively listen and respond positively to guest questions, concerns, and requests to resolve issues, delight, and build trust.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.

Providing Exceptional Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Displays outstanding hospitality skills.
• Handles guest problems and complaints effectively.
• Empowered to provide excellent customer service.
• Interacts with guests to obtain feedback on product quality and service levels.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Additional Responsibilities

• Comply with quality assurance expectations and standards (including Forbes)
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Maintain and update database containing preferences of repeat and VIP guests.
• Other duties may be assigned as business demands.

EDUCATION/EXPERIENCE

• Education: Bachelor's degree in hospitality management or related field preferred.
• Experience: Minimum 3-5 years of management experience in luxury hotel front office operations.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computer skills.
• General knowledge of the city where hotel is located and its attractions.
• Extensive knowledge of the hotel, its services and facilities.

REQUIREMENTS & KEY SKILLS

• The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties this job, the employee is regularly required to stand; walk' use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch; talk and hear.
• The employee must be able to lift and move up to 25 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High empathy, confident, and guest experience-focused
• Manage multiple relationships and tasks; resilient.
• Excellent verbal and written communication
• Spirit of generosity.
• Passionate for the brand.
• Problem solver and quick on their feet.
• Curious and culturally aware, proactively seeking to connect.
• Ability to manage and motivate a diverse team.

WORK ENVIRONMENT

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors.
• Must be able to change activity frequently and cope with interruptions.
• Must be able to maintain a calm demeanor at all times.

This positions requires full schedule flexibility, including all days and shifts. Weekends and holidays required.