Guest Experience 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 Guest Experience Manager is responsible for overseeing all guest-facing operations, ensuring seamless service delivery and exceptional, personalized experiences aligned with five-star luxury standards. This role serves as a key leader within the hotel, acting as a brand ambassador and problem-solver while maintaining the highest levels of hospitality, discretion, and professionalism. What You’ll Do Op Guest Experience & Service Excellence Serve as the primary point of contact for VIPs, repeat guests, and special-status guests. Anticipate guest needs and resolve concerns proactively with poise, empathy, and discretion. Manage escalated guest issues, including service recovery and compensation decisions in alignment with brand standards. Ensure all guest interactions reflect refined, personalized, and anticipatory luxury service. Operations Management Oversee front desk, concierge, bell services, valet, and coordinate closely with housekeeping and other departments. Ensure smooth execution of arrivals, departures, and all 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, providing leadership, coaching, and real-time decision-making. Supervise team members to ensure adherence to service standards, grooming expectations, and brand guidelines. Reinforce training and provide ongoing performance feedback. Build a service-driven, positive, and professional work environment. Safety, Security & Compliance Support guest and employee safety by coordinating with security and responding to incidents or emergencies. Maintain knowledge of emergency procedures and assist in response efforts as needed. Complete incident reports and operational logs with accuracy and professionalism. Ensure compliance with all brand standards, privacy policies, and local regulations. Administrative & Communication Duties Communicate guest concerns, operational updates, and VIP details to leadership and relevant departments. Support reporting and documentation related to guest experience and operations. Assist in monitoring financial activity tied to guest services, including billing accuracy and adjustments. Perform other duties as assigned to support hotel operations. Maintain reliable and consistent attendance as an essential function of the role. What You’ll Bring Required Education & Experience High School Diploma or equivalent required. Minimum 2-4 years of supervisory or management experience in luxury hospitality, with 5-star or Forbes-rated experience preferred. Strong background in front office, guest relations, or guest experience operations. Preferred Education & Experience Experience working in a full-service or luxury hotel environment. Hospitality or business-related coursework or certifications. Required 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, diplomacy, and emotional intelligence. Excellent communication and interpersonal skills. Confident leadership style with strong decision-making ability. 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. Flexibility to work evenings, weekends, and holidays. Professional appearance with 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 insuranceEmployee 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 Zachry