Guest Experience Manager

The Guest Experience Manager is responsible for delivering an exceptional, personalized experience for all guests, with a focus on VIPs. This role manages the concierge program, coordinates guest transportation, and ensures every aspect of the guest experience is seamless from arrival to departure. The ideal candidate is highly organized, proactive, and passionate about creating memorable experiences.

HOW YOU’LL SHAPE THE EXPERIENCE & FUTURE

• Oversee and manage the concierge program, ensuring timely and personalized guest services
• Coordinate transportation for VIPs to and from the property, maintaining high standards of comfort and efficiency
• Responsible for VIP Airport and City transfers.
• Responsible for maitaining Hotel Car daily. 
• Curate and manage the end-to-end VIP guest experience, anticipating needs and exceeding expectations
• Collaborate with other departments to ensure guest requests and preferences are fulfilled
• Report directly to the General Manager on guest satisfaction, feedback, and program performance
• Train and mentor concierge and guest experience staff to maintain consistency and quality
• Maintain accurate records of guest preferences, itineraries, and special requests
• Conduct regular training sessions for staff on guest interaction and service excellence
• Represents property management in resolving any guest related situation, supporting the tracking and resolution of service issues.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested
• Other duties as assigned.

KEY STRENGTHS FOR SUCCESS

• Experience coordinating VIP transportation
• Knowledge of local attractions, restaurants, and experiences
• Leadership experience within guest services teams

ACADEMIC BACKGROUND

• High school diploma or equivalent required
• Proven experience in hospitality, concierge, or guest services, preferably in luxury or upscale properties
• Strong interpersonal and communication skills
• Exceptional organizational skills and attention to detail
• Ability to anticipate guest needs and proactively problem-solve
• Professional demeanor and the ability to represent the property positively to VIPs
• Flexibility to work varied hours based on guest needs and property events

Benefits

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits
• 401(k) with match
• Employee discounts
• Paid vacation & sick time

Successful completion of a background check is required prior to employment.

DRIVING RECORD:

• Role includes driving hotel car. Candidate must have clean driving record.