Guest Experience Manager

Overview:

We believe our guests choose Hyatt for our caring, attentive associates who are focused on delivering efficient service and meaningful experiences.

We are looking for an enthusiastic Guest Experience Manager to join our team. The Guest Experience Manager plays a central role in creating unforgettable, deeply personalized stays for our most discerning guests. This position leads and enhances the full VIP journey — from pre-arrival communication and special arrangements to in-stay experiences and post-departure follow-up. This leader partners with multiple departments across the hotel to ensure our guests receive seamless, anticipatory service that reflects our hotel's high standards.

Guest Experience Managers possess strong leadership, communication, and relationship skills. This role leads other associates by coaching, giving direction, and may include training, scheduling, payroll, and interviewing. Guest Experience Managers lead associates in significant service-providing positions, including bell and front desk. This highly visible role offers opportunities for casual conversation and directly impacts the guest experience. This position requires knowledge of hotel services, local events and venues, and transportation options.

Responsibilities:

• Oversee all bellman operations and assist with front desk operations as needed.

• Train, coach, and inspire team members to exceed Hyatt service standards.

• Develop short- and long-term plans to support both daily operations and long-term goals

• Respond to guest needs with a proactive, solution-driven approach

• Foster strong communication and collaboration with Housekeeping and other departments.

• Stay informed on hotel promotions, packages, and rates, and ensure your team is as well.

• Handle guest feedback thoughtfully and take action to ensure satisfaction

Qualifications:

• A true desire to satisfy the needs of others in a fast-paced environment.
• Refined verbal and written communication skills, as well as strong computer, multi-tasking, and problem-solving skills.
•  Experience using hotel property management systems like Opera or Colleague Advantage is a plus, and knowledge of HotSOS and Zingle is helpful, but not required.
• Preferred candidates will have open availability 7 days a week, including Holidays and Weekends.
• Must be able to work any shift: mornings, afternoons, evenings, and overnight shifts; on any day, including weekends and holidays, as needed.
• One year of hotel supervisory experience preferred.
• Must have experience and a thorough understanding of hotel guest services.

Benefits:

Davidson Hospitality Group is an award-winning, full-service hospitality management company overseeing hotels, restaurants, dining, and entertainment venues across the US.   A trusted partner and preferred operator for Hilton, Hyatt, Kimpton, Marriott, and Margaritaville, Davidson offers a unique entrepreneurial management style and owners’ mentality that provides the individualized personal service of a small company, enhanced by the breadth and depth of skill and experience of a larger company. In keeping with the company’s heritage of delivering value, Davidson is comprised of four highly specialized operating verticals: Davidson Hotels, Pivot, Davidson Resorts and Davidson Restaurant Group.

In keeping with the company’s heritage of delivering value to its owners and team members, Davidson offers a rich benefit program with a variety of benefits designed to enrich the lives and well-being of our team members and their families.

• Multiple Tiers of Medical Coverage
• Dental & Vision Coverage
• 24/7 Teledoc service
• Free Maintenance Medications
• Pet Insurance
• Hotel Discounts
• Tuition Reimbursement
• Paid Time Off (vacation, sick, bereavement, and Holidays). 
• 401K Match

Working at Davidson is like nowhere else. It’s less of a job, more of a calling. It’s part career, part revolution. Because whatever you do here, you play a part in helping redefine the way quality hospitality is delivered to our guests, our clients, our partners, and each other.

EOE AA- Minorities/Females/Vet/Disability/Gender Identity/Sexual Orientation

Davidson Hospitality is a drug-free workplace.  Pre-employment drug test and background check required.  We participate in E-Verify.