MANAGER - GUEST EXPERIENCE

Job Description

Job Description

Overview

The Guest Experience Manager is responsible for overseeing the full guest journey to ensure every interaction reflects the brand’s standards of hospitality, service, and excellence. This role focuses on designing, improving, and managing guest‑facing processes, ensuring seamless operations, and creating memorable experiences that drive satisfaction, loyalty, and positive feedback. The Guest Experience Manager partners closely with Operations, Front‑of‑House teams, HR, and Leadership to elevate the overall guest experience.

Responsibilities

Key ResponsibilitiesGuest Experience Leadership

• Oversee the end‑to‑end guest journey, ensuring consistency, quality, and brand alignment.

• Develop and implement guest experience standards, service protocols, and best practices.

• Lead initiatives that enhance guest satisfaction, engagement, and retention.

• Monitor guest flow, service touchpoints, and overall atmosphere to ensure a welcoming environment.

Guest Feedback & Service Recovery

• Review guest feedback from surveys, reviews, and direct interactions to identify trends and opportunities.

• Manage escalated guest concerns with professionalism, empathy, and effective problem‑solving.

• Implement service recovery strategies that turn challenges into positive experiences.

• Track and report guest satisfaction metrics to leadership.

Team Training & Development

• Train staff on guest service standards, communication skills, and hospitality expectations.

• Coach team members on handling guest interactions, conflict resolution, and brand representation.

• Partner with department leaders to ensure consistent service delivery across all teams.

Operational Excellence

• Collaborate with Operations to streamline processes that impact the guest experience.

• Ensure all guest‑facing areas are clean, organized, and aligned with brand standards.

• Support event execution, VIP experiences, and special programming.

• Maintain strong cross‑department communication to ensure seamless service.

Brand Representation

• Serve as an ambassador of the brand’s culture, values, and service philosophy.

• Build relationships with guests, including VIPs, frequent visitors, and community partners.

• Represent the guest perspective in operational and strategic discussions.

Qualifications

QualificationsRequired

• 2–4+ years of experience in hospitality, customer service leadership, or guest experience roles.

• Strong communication, interpersonal, and conflict‑resolution skills.

• Ability to lead teams, influence others, and maintain a positive service culture.

• High level of professionalism, empathy, and emotional intelligence.

• Strong organizational and multitasking abilities.

Preferred

• Experience in hotels, entertainment venues, restaurants, or retail environments.

• Background in training, coaching, or service‑quality programs.

• Familiarity with guest feedback platforms and CRM systems.