Guest Experience Manager bei Donohoe Hospitality Services

Guest Experience Manager

Salary Range: $66,000. - $67,000. Annually (experience-based compensation)

Position Summary

The Guest Experience Manager is responsible for ensuring every guest enjoys a seamless, personalized, and memorable stay. This role leads the guest services team, oversees service delivery across departments, and drives initiatives that enhance guest satisfaction, loyalty, and the company's reputation.

Essential Functions

• Guest Relations & Service Excellence
• Serve as the primary point of contact for guest feedback, concerns, and special requests.
• Resolve guest issues promptly and professionally, ensuring satisfaction and follow-up.
• Monitor guest reviews and reputation scores across platforms; respond appropriately and strategically.
• Develop and implement service recovery strategies to exceed guest expectations.
• Team Leadership & Training
• Supervise front office, concierge, and guest services teams.
• Train staff on service standards, brand expectations, and guest engagement techniques.
• Foster a culture of hospitality, empathy, and proactive service.
• Conduct regular coaching and performance evaluations.
• Experience Design & Personalization
• Collaborate with departments to curate personalized guest experiences (e.g., amenities, celebrations, VIP arrivals).
• Identify opportunities to surprise and delight guests throughout their stay.
• Lead initiatives that enhance the emotional connection between guests and the hotel.
• Operational Oversight
• Ensure smooth daily operations of guest-facing departments.
• Partner with housekeeping, F&B, and maintenance to ensure guest needs are met promptly.
• Monitor service delivery metrics and implement necessary improvements.
• Brand Standards & Compliance
• Ensure all guest interactions align with brand standards and service protocols.
• Maintain compliance with safety, privacy, and accessibility regulations.

Education & Experience

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum 3 years of experience in guest services or front office leadership in a hotel setting.
• Experience with guest feedback platforms and service recovery strategies.

Competencies & Abilities

• Exceptional interpersonal and communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to lead and inspire a team in a fast-paced environment.
• High emotional intelligence and guest empathy.
• Detail-oriented with a passion for creating memorable experiences.
• Proficient in property management systems and guest feedback tools.
• Flexible schedule availability, including weekends and holidays.

Benefits and Perks

Donohoe Hospitality Services is pleased to offer employees a comprehensive Benefits Package that includes health, dental, and vision insurance, leaves of absence, retirement plans, paid time off, and hotel room discounts. And MORE! Through this selection of benefits and perks, we strive to provide employees with options that will enhance their quality of life in and out of work. *minimum 32 hours/week to qualify

We also offer daily pay access, where you can receive your earnings on the same day you work, empowering you to manage your finances easily and confidently.

If you're ready to bring your energy and skills to a team dedicated to delivering exceptional guest experiences, we want to hear from you! Apply today and be a key player in creating memorable moments for our guests.