Guest Experience Manager

Guest Experience Manager

Location: Nashville, TN

Compensation: $31.00 - $33.00 per hour

Benefits: This position is eligible for medical, dental, vision, and 401(k).

Qualifications:

• 3+ years of experience in luxury hospitality, guest services, front office operations, or a similar guest-facing leadership role.
• Experience supporting high-touch guest experiences and maintaining elevated service standards.
• Strong communication skills with the ability to interact professionally with guests, employees, and leadership.
• Proven ability to handle guest concerns, resolve issues, and create positive outcomes.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience using hospitality systems, guest management platforms, or CRM tools preferred.
• Hospitality, business, or related education preferred.

Job Description:

Addison Group is hiring a Guest Experience Manager on behalf of our client, a luxury hospitality organization located in Nashville. This position is responsible for enhancing the guest journey by delivering personalized service, supporting front office operations, and ensuring each guest interaction reflects a high level of care and professionalism.

The Guest Experience Manager will act as a key leader in creating memorable guest experiences, partnering with internal teams, and identifying opportunities to improve service quality and guest satisfaction. This role is ideal for someone who enjoys hospitality, team leadership, and creating exceptional customer experiences.

Key Responsibilities:

• Serve as a key point of contact for VIP guests, returning guests, and unique service requests.
• Anticipate guest needs and coordinate personalized details to enhance their experience.
• Manage guest concerns and service recovery situations with professionalism and discretion.
• Collaborate with front office, housekeeping, food and beverage, concierge, and operational teams to ensure a seamless guest experience.
• Promote a culture of exceptional service and provide guidance on guest engagement best practices.
• Train, coach, and support team members to maintain consistent hospitality standards.
• Maintain accurate guest preferences, profiles, and service information within applicable systems.
• Review guest feedback and identify opportunities to improve satisfaction and service delivery.
• Assist with daily hotel operations during busy periods while maintaining service expectations.
• Support initiatives focused on improving the overall guest experience.

Perks:

• Opportunity to work with a high-end hospitality organization.
• Exposure to luxury guest service operations.
• Professional development and leadership growth opportunities.
• Competitive benefits package.

Additional Details:

• Requires a professional, guest-focused approach with strong attention to detail.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.
• Must be comfortable interacting with guests and team members throughout the property.
• Role may require extended periods of standing, walking, and assisting with operational needs.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Reasonable accommodation is available for qualified individuals with disabilities, upon request.