Guest Experience Manager

The Guest Experience Manager is a leadership role responsible for ensuring exceptional customer satisfaction by managing front of the house operations, resolving guest issues, and analyzing feedback to improve service quality. The Guest Experience Manager’s main goal is to ensure that each guest has a memorable stay from the point of arrival to the point of departure
As a Guest Experience Manager, you will:
Interact professionally and courteously with guests, addressing questions and concerns as needed.
Partner with Operations to monitor occupancy forecasts and ensure a seamless arrival experience for guests.
Strategize and orchestrate operations, processes, tools, and analytics to achieve maximum impact for our guests.
Continually achieve high levels of guest satisfaction, efficiency, profitable income, and team member engagement.
Address all guest feedback points and provides acceptable resolution.
Accountable for the achievement of guest experience, loyalty, and business financial goals
Conducts quantitative and qualitative analyses of guest feedback using leading practice research and analytics methodologies.
Develop and produce concise reports with insights and recommends actions.
Actively solicits feedback and interacts with internal and external guests personally within the resort to help drive loyalty and retention
Champion an elevated understanding of guest behavior, segmentation and specific areas of opportunities across the organization
May oversee lobby greeters and customer service representatives
Welcome and greet guests upon arrival and assist with the resort check-in process.
Other duties as assigned
Minimum of 1-3 years of experience in hospitality, concierge services, guest services, customer service, or a related field preferred.
Previous supervisory, leadership, scheduling, or team management experience preferred.
Experience working in a resort, hotel, vacation ownership, or sales-driven environment is a plus.
Understanding of in house sales processes preferred
Working knowledge and experience with Medallia or a comparable guest/customer experience management program preferred

Employment type
Full-time

Work arrangement
No