Guest Experience Manager

Schulte Hospitality Group Schulte Hospitality Group is seeking a dynamic, service-oriented Guest Experience Manager to join our team! SHG is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing team! What's In It For You? When You Join SHG You'll Be Part Of a Team Committed To An Inclusive, Employee-focused Workplace That Is Invested In Your Development. We Want You To Feel Engaged, Empowered, And Excited To Grow With Us. After All, We Believe Our Greatest And Most Valuable Asset Is Our People! SHG Provides a Rewarding, Fun And Flexible Work Environment, Exciting Perks, An Atmosphere Designed To Encourage And Promote Career Growth Within The Company And a Robust Benefit Package Including, But Not Limited To: Work Today, Get Paid today, with Daily Pay! Free Telemedicine and Virtual Mental Health care access for All Associates starting day one! Multiple Health Insurance and Life Insurance options 401k Plan + Company Match Paid Parental Leave Paid Time Off Holiday Pay Pet Insurance Employee Assistance Program Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more! Our Company: Schulte Hospitality Group is a division of Schulte Companies, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants. Position Summary The Guest Experience Manager serves as the ambassador of the hotel's service culture, leading efforts to create exceptional and memorable experiences for every guest. This role combines the leadership responsibilities of a Front Desk Manager with the personalized, relationship-driven approach of a VIP Concierge. The Guest Experience Manager is responsible for elevating guest satisfaction, cultivating team engagement, driving service excellence, and leading onboarding and training initiatives that reinforce a culture of hospitality and recognition. Guest Experience & Service Excellence Serve as the hotel's primary champion for guest satisfaction and service excellence. Create personalized and memorable guest experiences throughout the guest journey, from pre-arrival through departure. Proactively engage with guests, especially VIPs, repeat guests, special occasion travelers, and high-value customers. Coordinate and oversee VIP arrivals, special requests, amenities, room preparations, and personalized experiences. Monitor guest feedback, online reviews, comment cards, and guest satisfaction metrics. Resolve guest concerns quickly and effectively using service recovery techniques. Culture, Training & Team Development Lead onboarding and orientation programs for Front Office associates. Develop and coordinate ongoing guest service training programs. Provide coaching, mentoring, and real-time feedback. Recognize associates who demonstrate exceptional hospitality. Foster accountability, engagement, teamwork, and continuous improvement. Front Office Leadership & Operations Oversee day-to-day Front Office operations. Monitor room inventory, availability, room status, and assignments. Coordinate room blocking and readiness. Review staffing levels and schedules. Act as Manager on Duty as required. Knowledge, Skills & Abilities Passion for exceptional guest experiences. Strong communication and relationship-building skills. Proven leadership and coaching abilities. Excellent conflict resolution and service recovery skills. Strong organizational and time-management skills. Knowledge of Front Office operations and hotel systems. Monitors daily status of rooms, rates, discount rates and packages. Maintains current list of available rooms for walk situations. Coordinates blocking of rooms. Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations. Ensures recognition of employees is taking place across areas of responsibility. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns. Ensures staff communicates effectively with the Housekeeping team. Maintains productive relationship with Valet Parking provider. Regularly reviews department budget to meet budgeted wages and general expenses. Checks printed registration cards against information on arrival report and rectifies any discrepancies. Ensures prompt and courteous service to guests. Pre-registers guests according to standards. Completes and monitors employee schedule. Monitors VIP arrivals. Keeps track of rooms to ensure accurate status and readiness for check-in. Hires, coaches and disciplines direct reports. Interacts positively and professionally with guests to resolve issues. Acts as Manager on Duty as required. Works nights, weekends, and holidays as necessary. Perform various other duties as assigned to meet business objectives Education & Experience Minimum three (3) years of progressive hospitality leadership experience. Prior Desk Manager, Guest Services Manager, Concierge Manager, or similar experience preferred. High School diploma required; hospitality-related degree preferred. Experience with onboarding, training, and employee engagement programs preferred. The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process. Schulte Hospitality Group is an Equal Opportunity Employer. Compensation Range $65-$75k (commensurate with experience) #J-18808-Ljbffr