Guest Experience Manager

Hawks Cay Villas, 61 Hawks Cay Blvd, Marathon, FL 33050, USA Lead and oversee the daily operations of the Front Desk and Concierge departments. Ensure efficient, personalized guest check-in, check-out, and concierge services. Supervise Front Desk Agents, Concierge staff, Bell Services, and Valet (if applicable). Manage room inventory, assignments, VIP arrivals, special requests, and guest flow. Maintain cash handling procedures, audit compliance, and operational standards. Prepare department schedules while effectively managing labor costs. Conduct daily team briefings and communicate operational updates. Ensure compliance with resort policies, safety standards, and brand service expectations. Oversee all concierge services including transportation, dining reservations, excursions, spa appointments, recreational activities, and special guest requests. Build and maintain strong relationships with local vendors, tour operators, and partners to enhance guest options. Ensure prompt and accurate fulfillment of all guest requests. Personally assist VIP guests and resolve complex or high-priority service issues. Actively promote resort amenities, activities, and local attractions to maximize satisfaction and revenue. Monitor guest feedback in real time and implement immediate service recovery strategies. Leadership & Team Development Recruit, hire, train, coach, and mentor Front Office and Concierge team members. Conduct performance evaluations and deliver ongoing feedback and development. Foster a positive, service-oriented culture emphasizing teamwork, accountability, and humility. Address employee concerns and administer corrective action as needed. Ensure continuous training in luxury hospitality, guest engagement, and personalized service standards. Guest Relations Handle guest concerns and escalations professionally with timely, effective resolution. Monitor guest satisfaction scores (TripAdvisor, Google, internal surveys) and drive continuous improvement. Serve as the primary point of contact for complex guest issues. Champion personalized service for all guests to create memorable experiences. Administrative Responsibilities Prepare operational reports, departmental metrics, and performance dashboards. Assist with budgeting, forecasting, and expense management for the department. Maintain accurate records and documentation. Collaborate closely with Housekeeping, Engineering, Food & Beverage, Sales, Recreation, and other departments for seamless operations. Perform Manager-on-Duty (MOD) responsibilities as assigned. Qualifications Minimum of 3–5 years of hotel or resort Front Office leadership experience. Previous Concierge or guest experience leadership experience strongly preferred. Luxury resort or full-service hotel background strongly preferred. Excellent leadership, coaching, and organizational skills. Outstanding communication and interpersonal abilities. Strong problem-solving and conflict-resolution skills. Proficiency with hotel property management systems (PMS), Microsoft Office, and guest service software. High degree of work flexibility with the ability to work any shift, including early mornings, evenings, weekends, and holidays as operationally required. Physical Requirements Ability to stand and walk for extended periods. Ability to lift up to 25 pounds occasionally. Ability to thrive in a fast-paced hospitality environment. Medical, Dental, and Vision Insurance Paid Time Off 401(k) with Company Match Employee Meals Resort and Travel Discounts Professional Development Opportunities This position is expected to lead by example, embodying the resort’s service culture while developing a highly engaged team and upholding the highest standards of luxury hospitality and guest experience. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr