Guest Experience Assistant Manager

Who We Are Based in San Antonio, Texas, Zachry Hotels is a proven leader in the development, management and ownership of hospitality assets. At Zachry Hotels, we are passionate about hospitality and surround ourselves with team members who share that same passion. Our tenure in the hospitality and hotel industry has provided us the knowledge and key relationships for success in hotel management, operation, and development. We take care of our clients, business partners and each other as family, within a culture of service and accountability, where we do the right thing because it is the right thing to do. Together We Can Do Great Things® Every Person Matters® This Is More Than A Job® The Monarch San Antonio – A Legacy of Service and Sophistication The Monarch San Antonio, Curio Collection by Hilton, is a 200-room, 17-story boutique hotel located in the vibrant Hemisfair District of downtown San Antonio. Designed as a destination in itself, the property features thoughtfully curated meeting and event venues—including the iconic La Mariposa sculpture pavilion—a full-service spa, five distinct food and beverage concepts, a rooftop restaurant and bar, and a separate rooftop pool overlooking the city. Steps from the River Walk and The Alamo, The Monarch is more than a place to stay. It is a place to belong, to connect, and to be inspired. Our purpose is expressed through service—gracious, genuine, and unforgettable. Rooted in the traditions of San Antonio and elevated by modern elegance, every detail and every interaction reflects our commitment to hospitality at its highest level. We are building a team of passionate, service-driven professionals dedicated to creating exceptional moments and lasting impressions for every guest who walks through our doors. If you are inspired by excellence and motivated by purpose, The Monarch San Antonio is where your talent can truly shine. Position Overview The Assistant Guest Experience Manager supports the oversight of all guest-facing operations, ensuring seamless service delivery and exceptional personalized experiences consistent with a five-star luxury brand. This role partners closely with the Guest Experience Manager to uphold service standards, support daily operations, and act as a brand ambassador while maintaining professionalism, discretion, and attention to detail. What You’ll Do Guest Experience & Service Excellence Support the Guest Experience Manager in serving as a point of contact for VIPs, repeat guests, and special-status guests Anticipate guest needs and assist in resolving concerns with poise, empathy, and discretion Assist with handling escalated guest issues and service recovery in alignment with brand standards Ensure all guest interactions reflect refined, personalized, and anticipatory luxury service Operations Management Support oversight of front desk, concierge, bell services, valet, and coordination with housekeeping and other departments Assist in ensuring smooth execution of arrivals, departures, and in-house guest requests Monitor room inventory, upgrades, amenities, and special preferences for upcoming arrivals Conduct regular property walks to ensure cleanliness, presentation, safety, and ambiance meet luxury standards Leadership & Team Oversight Act as Manager on Duty (MOD) as scheduled, supporting leadership presence and operational decision-making Assist in supervising team members and ensuring adherence to service standards, grooming, and brand expectations Support training efforts, coaching, and ongoing performance feedback Promote a positive, service-driven, and professional work environment Safety, Security & Compliance Support guest and employee safety by coordinating with security and assisting in incident response Maintain knowledge of emergency procedures and support response efforts as required Assist in completing incident reports and operational logs with accuracy and professionalism Ensure compliance with all brand policies, privacy standards, and local regulations Administrative & Communication Duties Communicate guest concerns, operational issues, and VIP notes to leadership and relevant departments Support reporting and documentation related to guest experience and operations Assist in monitoring financial activity related to guest services, including billing accuracy and adjustments What You’ll Bring Education & Experience High School Diploma or equivalent required Minimum 2–4 years of experience in luxury hospitality (5-star or Forbes-rated preferred) Previous supervisory or lead experience in front office, guest relations, or guest experience operations preferred Experience working in a full-service or luxury hotel environment preferred Hospitality or business-related coursework or certifications preferred Skills and Abilities Strong guest service and problem-solving skills with a focus on personalized luxury experiences Ability to handle sensitive guest situations with discretion and professionalism Excellent communication and interpersonal skills Emerging leadership skills with the ability to support team performance and operations Ability to manage multiple priorities in a fast-paced environment Strong organizational and time-management skills with attention to detail Proficiency in hotel systems including PMS and standard reporting tools Ability to work flexible schedules including evenings, weekends, and holidays Professional appearance and adherence to grooming standards Strong commitment to service excellence, safety, and operational consistency Zachry Hotels offers an industry leading benefits package for our employees and their families. Medical, Dental, Vision and Life Insurance 401K, Paid Leave and Bonus Program Company-paid short-term and long-term disability insurance Employee assistance program Tuition Reimbursement And many more We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. #J-18808-Ljbffr Regis Corporation