Guest Experience Manager

Job Close Date June 18, 2026 or until filled Benefits Complementary RTD EcoPass Unlimited paid time off Eligible to enroll in medical insurance with employer covering up to 70% of premiums with wellness credit Eligible to enroll in dental insurance with employer contribution towards premiums & vision insurance Eligible to participate in the Company’s 401(k) program with up to 4% employer match, meeting safe harbor requirements and no vesting period Eligible to enroll in Health savings accounts with qualifying medical plans and receive up to $1000 company contribution Eligible to enroll in Health, Dependent and Commuter flexible spending accounts Company paid Basic Life and AD&D insurance coverage, with option to enroll in additional coverage Eligible to purchase Pet Insurance, Accidental Insurance, Critical Insurance and Hospital Indemnity Insurance Company-paid short-term disability WINFertility guidance for those enrolled in Sage medical plan Calm Health Application Subscription Tuition Reimbursement of up to $2,000 per calendar year Employee Assistance Program Great discounts on Hotels, Restaurants, and much more Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral Job Overview Oversees and manages the guest experience for arriving, departing and in‑house guests and VIPs as determined by the hotel, ensuring accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Manages and elevates the guest experience through activations and hotel presence within the Parlour. Oversees and manages all aspects of the guest loyalty and VIP program to provide exceptional and personalized experiences for our most loyal guests. Promotes a safe environment and quality services to achieve maximum guest satisfaction and financial success. Reports potential problems and opportunities to management with suggestions. Responsibilities Orchestrate, detail, welcome, develop and coordinate the delivery of VIP amenities Orchestrate the Concierge team to provide a seamless experience for our guests throughout their stay Work closely with the Executive Office to identify areas of improvement in the Guest Experience Champion and improve ranking of our TripAdvisor program Champion our growing Luxury Travel segment by developing relationships with guests & travel agencies Help mitigate late C/O, early C/I issues and ensure guest satisfaction even when pending Fulfill the increasing demand for management presence on weekends to specifically cater to our premium guests Execute last‑minute high‑end retail clientele arrivals and departures that meet and exceed expectations Champion the Guest Recovery program and help develop solutions to reoccurring issues Have presence in our Parlour to assist in guest satisfaction Own and protect the Presidential and all other suites to curate and personalize each stay and evaluate all guests who occupy them Own each VIP guest and be their personal concierge throughout their stay Oversee all aspects of the guest loyalty program, including communicating prior to arrival, personalizing service before/during/after the stay, updating guest profile database, deciding and executing against all profile and special requests Determine and order all supplies and maintain inventory control minimizing unnecessary expenses Provide elevated customer service through pre‑arrival engagement with guests of the loyalty programs as well as VIPs (research their preferences and successfully execute against all requests) Contact in‑house VIPs and high‑value guests of the loyalty program to gain insight about their stay Follow‑up on any complaints or problems a guest may experience in a timely and professional fashion and determine response to ensure a quality guest experience Serve as a historical docent of the Hotel to magnify the significance of the Hotel’s branding initiatives Ensure all new hires are aware of all aspects of the hotel Ensure proper communication to hotel on all hotel activities in a way that ensures that guest needs are being met in a timely fashion Skill and proficiency of all required computer systems (POS, PMS, MARSHA, EMPOWER, etc.) Control cash and credit card transactions and maintain complete responsibility for personal bank as specified by hotel bank agreement policy Provide assistance, training, and communication to other employees and departments to contribute to the best overall performance of the department and hotel Ensure optimum guest satisfaction Maintain a friendly, cheerful and courteous demeanor at all times Provide a warm welcome to all arriving and in‑house guests; demonstrate the spirit of hospitality during each guest interaction Courteously answer all guest inquiries and follow through on all requests Maintain excellent guest relations by keeping abreast of all in‑house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone Walk the property frequently to ensure all public areas are clean and well maintained Qualifications Education/Formal Training High School diploma or equivalent Experience Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work Knowledge & Skills Must have total understanding of all hotel front office procedures Requires working knowledge of guest services and hotel services, policies or operations; working knowledge is generally learned on‑the‑job Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills Must be fluent in oral and written English Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc. Physical Demands Ability to read written forms of communication and monochrome computer screen Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing 90% of shift is standing; bending/kneeling – repeated bending and kneeling required Mobility – must be able to reach all areas of hotel to assist clients Carrying and lifting of bar equipment, files and office items up to 25 lbs Environment Work inside 95% material/Equipment used. Prolonged standing at indoor, thermostatically climate‑controlled workstation. Salary USD $66,000.00 - USD $70,000.00 /Yr. #J-18808-Ljbffr