Luxury Guest Experience Leader

Grow with us… Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us. Job Overview We have an opportunity for a service-minded Guest Experience Manager to lead and inspire our great-natured service team. It’s a role in which you’ll be constantly interacting with guests, whether you’re welcoming them from across an ocean or just around the corner. And you’ll be teaching others to do the same, so leading by example is everything in this role. Work with all operational departments to maximize guest engagement and seek out opportunities for guest-centric experiences throughout the hotel and partner with operational departments to ensure flawless execution. Responsibilities Serve as hotel ambassador for Redwood (VIP), long stay, special attention and celebrity guests. Contact guests prior to arrival to determine needs, preferences and opportunities to personalize the guest’s stay. Communicate vital guest information to applicable operational departments. Coordinate pre-arrival requests and amenities for incoming guests, ensuring all requests are prepared and the room is ready prior to arrival. Greet guests upon arrival and coordinate with operational departments to ensure a seamless guest experience. Review guest comments, guest satisfaction results and other data to identify areas for improvement. Oversee management of guest feedback and post‑stay communication, responding to and handling guest opportunities and challenges. Customize opportunities and experiences for guests above and beyond operational standards. Qualifications Minimum of 2 years of similar work experience. Passionate about hotel operations and guest service. Excels at communication, both verbal and written. Flexible and willing to meet the demands of a 24‑hour operation. Prior experience in a quality luxury hotel brand. Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non‑discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations. #J-18808-Ljbffr Dormont Manufacturing Co