Guest Experience Manager
Core
Lead the heart of the guest journey in a luxury hotel, overseeing every touchpoint from pre-arrival to farewell and curating personalized experiences.
Role type
Guest Experience Manager (Rooms Division)
Builds
Memorable guest stays and high-performing service teams
Domain
Luxury Hospitality / Hotel Operations
Deliverable
product features
Required skills
Front Office or Rooms Division leadership experience, service recovery management, VIP guest relations, operational workflow management, team coaching and development, hands-on floor leadership
Preferred skills
Passion for elevated personalized service, confidence in decision-making, collaborative mindset, experience with hotel systems
Technologies
Hotel systems and operational workflows
Responsibilities
Lead and coach the Guest Experience team, act as a trusted point of contact for VIP and Redwood guests, engage with guests pre-arrival to personalize stays, maintain presence in public areas to capture feedback, monitor online reviews for improvement, coordinate arrivals and special occasions, oversee Good Things Retail stock management, provide Duty Manager coverage
Seniority
Senior, hands-on IC