Manager of Guest Experience

Job Description

Job Description

Manager of Guest Experience

 

We’re looking for a Manager of Guest Experience who is passionate about hospitality, thrives in a dynamic environment, and is excited to elevate every guest touchpoint. Hospitality is more than a service function — it’s a reflection of who we are and how we make people feel.

In this role, you will own the strategy, standards, and daily excellence of hospitality operations, ensuring that every guest — from first-time visitors to executive leaders — experiences Integrity’s culture, care, and attention to detail. You will lead and develop the hospitality team, establish consistent service standards, and partner cross-functionally to ensure hospitality supports business priorities, culture moments, and high-profile engagements.

This role balances hands-on leadership with operational and strategic ownership, setting the tone for hospitality excellence across all guest touchpoints.

Call Notes:

• They are hiring someone who can curate an ultra-premium guest experience.
• The phrase “heightened hypersensitivity” suggests they’re looking for someone who notices and acts on subtle details that elevate the experience.

 

Think:

• VIP client management

• Luxury guest journeys
• White-glove service
• Concierge-level personalization
• Executive/VIP relationships
• High-net-worth clientele

Good backgrounds might include:

• Luxury retail (Cartier, Rolex boutiques, Louis Vuitton, Gucci, Tiffany, etc.)
• Private Client Advisors at luxury department stores
• Luxury hotels with recent VIP-facing responsibilities
• Private clubs
• Country clubs
• Yacht clubs
• Private aviation or FBOs
• Luxury residential concierge
• Executive hospitality
• Five-star spas and resorts
• Members-only organizations

 

Responsibilities:

• Hospitality Strategy & Experience Ownership
  • Define and continuously elevate Integrity’s hospitality and guest experience standards.
  • Own the end-to-end guest journey, ensuring experiences are welcoming, seamless, and consistent.
  • Serve as the escalation point for complex or high-visibility hospitality needs.
  • Partner with Culture, Events, Facilities, and Executive teams to align hospitality with broader initiatives.
• Executive & High- Profile Guest Experience
  • Oversee and support VIP, executive-level, and “red carpet” meetings including Board sessions and MBRs.
  • Ensure elevated logistics for high-impact engagements (room preparation, catering flow, gifting, parting moments).
  • Coach the team on anticipatory service and white-glove hospitality expectations.
• Operational Management & Readiness
  • Own daily hospitality operations including meeting space readiness, supply standards, and service coverage.
  • Oversee catering operations, vendor partnerships, and ordering cadence.
  • Build scalable processes that allow hospitality excellence to function consistently.
  • Ensure alignment with safety, security, and reception protocols.
• People Leadership & Team Development
  • Lead, coach, and develop the hospitality and guest experience team.
  • Set clear expectations around service standards, professionalism, and accountability.
  • Own onboarding and training for hospitality team members, reinforcing culture and experience expectations.
  • Provide ongoing feedback, performance development, and recognition.
  • Act as a point of leadership visibility for the team, modeling hospitality behaviors daily.
• Process, Governance, & Continuous Improvement
  • Establish standard operating procedures for hospitality workflows.
  • Identify opportunities to improve efficiency, guest satisfaction, and cost stewardship.
  • Track trends, feedback, and operational insights to inform future enhancements.
  • Ensure hospitality practices are scalable, sustainable, and aligned with organizational growth.

Experience and Skills:

• 2-4+ years of experience in hospitality, guest services, or experience-focused roles (corporate, luxury, events, or tourism preferred).
• Demonstrated experience leading or coaching teams in a service-oriented environment.
• Strong executive presence with a guest-first, solutions-oriented mindset.
• Ability to balance hands-on execution with strategic thinking and process ownership.
• Comfortable operating in fast-paced environments requiring flexibility and discretion.

\nCompany Description

Whether you seek skilled professionals to complete a critical project, contract talent for short-term requirements or full-time employees to complement your existing team – BravoTECH Staffing can help you to ramp up quickly and get the job done.

Company Description

Whether you seek skilled professionals to complete a critical project, contract talent for short-term requirements or full-time employees to complement your existing team – BravoTECH Staffing can help you to ramp up quickly and get the job done.