Guest Experience Manager

Key accountabilities include:

Consistently provide the highest quality of service to our guests and associates alike, setting a shining example for our team.

Act as the primary point of contact for escalated guest concerns.

Handle guest complaints and service recovery situations professionally.

Oversee daily hotel operations, ensuring coordination between Front Office, Housekeeping, F&B, Valet, Engineering, and AYS.

Monitor check-in and check-out flow to ensure efficiency and brand compliance.

Conduct internal audits to ensure department is BSA compliant.

Conduct regular hotel walkthroughs focusing on cleanliness, safety, and service standards.

Complete and monitor Front Desk scheduling based on forecasted occupancy. Review daily (plus 3) to ensure staffing levels are appropriate for hotel operations.

Prepare detailed shift reports and communicate key updates to senior leadership and external departments.

Supervise and support front-line teams, providing guidance during operational challenges.

Assist with training and onboarding across departments as needed.

Provide coaching and counseling when performance or conduct issues arise.

Support Front Desk, Valet, Concierge, and AYS teams during high-demand periods.

Conduct annual performance reviews, providing constructive feedback and career development guidance.

Take charge during emergencies (fire alarms, medical incidents, security issues).

Ensure compliance with hotel policies, health and safety regulations, and emergency procedures.

Your story:

A seasoned professional with a minimum of two years of experience in a Front Office Supervisor or Duty Manager role.

A Hospitality program graduate or degree holder.

Someone with an outstanding work ethic, along with a track record of reliability, punctuality and an approachable demeanor, with a strong commitment to safety.

Someone who has solid leadership skills, adept at training, coaching and motivating a team.

An exceptional problem-solver, knowing how to troubleshoot and resolve situations efficiently.

Agile, able to shift priorities as needed, including handling guest or associate situations that may occur outside of typical work hours, covering shifts as necessary.

Excellent working knowledge of PMS systems.

Able to work well under pressure and enjoy a fast-paced environment.

An excellent communicator who values teamwork and collaboration.

Able to combine strategic planning and day-to-day management.

Physically able to stand, sit, walk, push, pull, crouch, and lift or carry objects up to 40 pounds or more.

Benefits

• Competitive wages
• Medical, dental, and vision insurance
• Life insurance and short/long-term disability options
• Tuition assistance
• Discounted room rates at Concord-managed hotels
• Training, development, and career advancement opportunities

Why Join Concord?

At Concord Hospitality, we invest in our associates through training and development at all levels. Our “Associate First” culture supports growth, balance, and diversity.

Built on five cornerstones—Quality, Integrity, Community, Profitability, and FUN!—our associates proudly cheer:

“We Are Concord!”

We are an equal opportunity employer committed to diversity and inclusion and strive to be a Great Place to Work for All.