Guest Experience Manager

This role provides support to daily front office and guest services operations by stepping in for scheduled absences, busy periods, and other coverage needs. The position helps maintain smooth arrival and departure processes, responds to guest questions and concerns, and supports the team in delivering a consistent, high-quality experience. Key duties include supervising guest service staff, reinforcing service procedures, and helping ensure standards are followed through regular reviews and audits. The role assists with check-ins and check-outs when needed, supports guest recovery efforts, and keeps operations leadership informed of issues, risks, and opportunities that may affect service delivery. Additional responsibilities include helping drive revenue opportunities through attentive service and promoting awareness of sales potential across the team. The position also involves training new front office team members, supporting communication between departments, and coordinating service levels around occupancy changes, VIP visits, and special events. The successful candidate will help maintain accurate cash handling practices, ensure team presentation remains professional, and support the cleanliness and appearance of public areas. Strong customer service, clear communication, and the ability to lead by example are essential, along with the flexibility to perform the duties of a guest services agent when required.