Guest Experience Manager

Owns the guest experience across every stage of the journey — pre-arrival, in-house, and post-stay — ensuring expectations are consistently exceeded. Leads a guest services team while serving as a key point of contact for guest requests, VIP coordination, and cross-departmental communication. Guest journey management — coordinate pre-arrival, in-house, and post-departure communication; ensure personalized service from booking through farewell VIP & guest requests — track VIP arrivals and preferences, prepare personalized amenities/welcome notes, and ensure all in-house requests are met Team leadership — supervise, train, schedule, and coach the guest services team; maintain grooming and service standards Service quality & compliance — monitor guest satisfaction daily, resolve complaints, and maintain compliance with brand service standards (LQA) and SOPs Cross-departmental coordination — communicate guest preferences, VIPs, and group events across Front Office and other departments Emergency & safety readiness — understand and execute emergency response plans; comply with health, safety, and security procedures Revenue support — maintain up-to-date knowledge of room types, rates, and resort offerings to support upselling and conversion Required Qualifications 2+ years in Front Office operations management within a 5-star hotel or resort Bachelor's degree in Hospitality or Business Management preferred Proven experience leading a team Proficient in Microsoft Office and Opera PMS Strong organizational skills with high attention to detail Excellent problem-solving and decision-making in a fast-paced environment Willing to work flexible hours, including evenings, weekends, and holidays Client identity withheld pending mutual candidate interest. Full benefits (medical/dental/vision, 401(k) match, PTO, and travel benefits) shared upon progression. #J-18808-Ljbffr