Guest Experience Manager

Guest Experience Manager

As our Guest Experience Manager, you will lead the front-of-house experience and champion a culture of hospitality that creates memorable stays for every guest. This is not a traditional Front Office Manager role. Your primary focus is elevating the guest experience, supporting the Front Desk team, driving Marriott Intent to Recommend (ITR) and GuestVoice scores, and ensuring every interaction reflects our commitment to exceptional service.

You'll spend the majority of your time on the floor coaching associates, engaging with guests, recognizing Marriott Bonvoy Elite members, resolving service opportunities in real time, and partnering with all departments to deliver a seamless guest experience from arrival through departure.

This position may require flexible scheduling availability, including evenings, weekends, and holidays.

Job Requirements

• Champion a service-first culture that consistently meets or exceeds guest expectations while improving Marriott Intent to Recommend (ITR), GuestVoice, and overall guest satisfaction.
• Serve as the primary coach and mentor for the Front Desk team by providing real-time feedback, recognition, and service recovery support.
• Maintain a visible presence in the lobby during peak arrival and departure times to engage guests and ensure exceptional service delivery.
• Personally welcome and recognize Marriott Bonvoy Elite members while ensuring all brand standards and Elite benefits are consistently delivered.
• Monitor guest feedback, service recovery cases, and Marriott performance metrics daily, developing action plans to improve results.
• Prepare team member schedules in accordance with business demands, labor budgets, and forecasted occupancy.
• Ensure hotel staff is trained in financial control procedures for cash handling, vouchers, inventories, receivables, and operational compliance.
• Recommend local attractions, restaurants, and experiences that enhance each guest's stay and reflect the local destination.
• Inform guests of all hotel amenities, services, events, and promotions to maximize engagement throughout their stay.
• Lead recruiting, hiring, onboarding, coaching, performance evaluations, training, recognition, and corrective action for the Guest Experience team.
• Partner closely with Housekeeping, Engineering, Food & Beverage, and Sales to ensure guest requests are communicated promptly and resolved efficiently.
• Ensure only clean, inspected, and fully functional guest rooms are assigned during check-in.
• Monitor daily arrivals, departures, room inventory, and oversell situations while partnering with Revenue Management and Operations to deliver the best possible guest experience.
• Identify opportunities to improve operational efficiency, service consistency, and guest loyalty through continuous coaching and process improvement.

Job Qualifications

• Experience leading Front Office, Guest Services, or Hotel Operations in a hospitality environment.
• Strong understanding of Marriott service culture, Marriott Bonvoy Elite recognition, GuestVoice, and Intent to Recommend (ITR) metrics is highly preferred.
• Ability to operate hotel Property Management Systems (PMS).
• Passion for delivering exceptional hospitality and creating memorable guest experiences.
• Proven ability to coach, motivate, and develop service-focused teams.
• Strong communication, interpersonal, and conflict-resolution skills.
• Ability to multitask, prioritize, and remain calm in a fast-paced environment.
• Highly motivated team player with strong initiative and a commitment to continuous improvement.
• Effective at anticipating guest needs, resolving service challenges, and making sound operational decisions.
• Readily available, approachable, and visible to both guests and team members throughout each shift.
• Flexible schedule with availability to work evenings, weekends, and holidays.
• Valid Driver's License preferred.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit or walk for an extended period of time. While performing the duties of this job, the employee is regularly required to lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Training: Island Hospitality is committed to employee development and displays that commitment with a formalized training and development program providing a clear path for any employee with a desire and aptitude to thrive in the hospitality business. As team members join Island Hospitality from other organizations they too can build on that prior experience and find further growth opportunities within our company by utilizing the tools and resources offered.

Team Member Wellness Program: How We Thank You For All You Bring To The Team

Rewarding Benefits Package:

• Healthcare including Medical, Dental, and Vision Insurance
• HSA & FSA plans available!
• Dependent care FSA
• Identity Theft Protection Insurance
• Commuter benefits including transit & parking
• Pet Insurance
• PTO and Payroll Incentives for Annual Wellness Exams
• Employee Assistance Program
• Wellness Subscriptions including access to gyms, financial planning, counseling, and legal services
• Paid Sick and Vacation Time
• Family Leave
• 401(k) Retirement plan - IHM Matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary. 401(k) is fully vested upon the first contribution

Rewarding Hard Work:

• Incentive based bonus program
• Free room nights at our hotels and employee discounts within your hotel brand
• Discounts for friends and family within your hotel brand
• Team Member recognition and bonus
• Discounted tickets to theme parks, musicals, movies, and more through Tickets at Work
• Career Growth through our in-house training program with a path personalized to your desired goals
• Referral bonus program to ANY of our locations

Equal Opportunity Employer Island Hospitality uses E-Verify to confirm work authorization in all municipalities where it is required by law.