Guest Experience Manager

Job Description

Job Description

Position Summary

The Experience Manager ensures that guests don’t just stay with us — they remember us.

This role is responsible for elevating the guest experience with a strong emphasis on arrivals, meetings & events, and high-impact moments .

The Experience Manager partners closely with Sales, Events, Food & Beverage, and Operations to bring intentional experiences to life that drive guest satisfaction, repeat business, and positive reputation.

Key Responsibilities

Guest & Event Experience

• Serve as the on-property owner of the guest journey , from arrival through departure.
• Elevate meeting, group, and event experiences through intentional welcome moments, amenities, and service touches.
• Identify opportunities to surprise and delight guests in ways that align with brand standards and revenue goals.

Meetings & Group Support

• Partner with Sales and Event Services to enhance pre-arrival planning and on-site execution for meetings and events.
• Create scalable experience standards (welcome kits, signage moments, themed breaks, activations).

Brand Activation & Programming

• Lead property-level experiential initiatives including seasonal activations, themed events, partnerships, and community-facing experiences.
• Collaborate with Marketing and F&B on experiential promotions (ex: culinary moments, lobby activations, holiday programming).
• Ensure experiences support Marriott brand intent while feeling authentic to the local market.

Service Recovery & Reputation

• Support leadership in service recovery for escalated guest concerns with a focus on turning challenges into loyalty moments.
• Monitor guest feedback trends (surveys, reviews) and translate insights into experience improvements.
• Proactively identify friction points in the guest experience and propose solutions.

Cross-Department Collaboration

• Work laterally with Front Office, Banquets, Housekeeping, F&B, and Engineering to align experience execution.
• Partner with Sales & Marketing on storytelling, photos, and content opportunities tied to experiences.

Qualifications

• Exceptional interpersonal and communication skills.
• Highly organized with strong follow-through.
• Creative mindset with the ability to execute ideas realistically.
• Calm, professional presence in fast-paced or high-visibility environments.

Key Competencies

• Guest-centric mindset
• Cross-functional leadership (without direct authority)
• Event execution excellence
• Problem-solving & service recovery
• Brand storytelling
• Attention to detail

Benefits

• Competitive Pay
• Medical, Dental and Vision Insurance
• PTO
• Sick time
• 401(k) Retirement Savings Plan
• Hotel Room Discounts
• Ongoing Training and Career Development

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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