Guest Experience Manager

Summary:
The Guest Experience Manager is responsible for elevating the overall guest journey ensuring seamless, personalized service at every touchpoint. This leader plays a key role in overseeing the Villa and Resort VIP experience, assists with managing the front office colleagues, and analyzing key performance metrics to identify opportunities for improvement. The Guest Experience Manager reports to the Front Office Manager working closely with other operational leaders to maintain the highest standards of service, guest satisfaction, and colleague engagement.

The salary range for this position is $75,000 - $75,000. This is the pay range for this position that Grand Hyatt Indian Wells reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.


Key Responsibilities and Job Expectations


Guest Experience & VIP Oversight


• Oversee all aspects of the VIP arrival, stay, and departure process, ensuring personalized and memorable service.
• Anticipate guest needs and resolve escalated service issues promptly and professionally.
• Partner with Sales, Marketing, and Housekeeping to coordinate special amenities, recognition programs, and customized experiences for high-value guests.


Team Leadership & Development


• With the Front Office Manager, this position will supervise, schedule, and coach the front office colleagues.
• Foster a culture of engagement, accountability, and continuous improvement.
• Conduct regular training sessions focused on service excellence, upselling, and guest personalization.


Analytics & Performance Management


• Conduct deep-dive analyses of guest satisfaction surveys, service recovery trends, and operational KPIs.
• Develop and present actionable insights to improve guest service scores, reduce service failures, and enhance efficiency.
• Track VIP satisfaction, repeat guest frequency, and loyalty program engagement to inform strategy.


Collaboration & Operations


• Work in partnership with the Front Office Manager to support daily operations, lobby presence, and guest flow.
• Assist in the design and implementation of guest engagement initiatives and recognition programs.
• Ensure compliance with brand standards, resort policies, and safety/security guidelines.


Qualifications:

• A true desire to satisfy the needs of others in a fast paced environment.
• Ability to work a flexible schedule.
• Refined verbal and written communication skills.
• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds.
• Minimum of 2 years of hospitality management experience.
• Service oriented style with professional presentations skills.
• Must be proficient in Microsoft Word and Excel.
• Must have excellent organizational, interpersonal and administrative skills.
• Strong analytical skills with experience using guest satisfaction systems and business intelligence tools