HI Winston - Guest Experience Manager

Guest Experience Manager

Reports To: General Manager

FLSA Status: Non-Exempt

Position Summary

The Guest Experience Manager serves as the primary Guest Service Champion for the hotel, with a strong leadership presence during peak guest interaction hours primarily evenings. This role is responsible for owning the guest arrival, stay, and departure experience, while leading, coaching, and holding the Front Desk team accountable to exceptional service standards. The primary goal of this role is to provide personalized and unforgettable experiences for every guest to ensure guests feel valued and cared for throughout their stay.

This is a hybrid leadership position that balances guest-facing service, team supervision, and operational execution. The Guest Experience Manager is expected to regularly work the desk, cover shifts as needed, and remain flexible to support first shift, second shift, or Night Audit in the event of call-outs or operational needs.

Responsibilities

Guest Experience Leadership

• Act as the visible service leader during high-impact guest interaction periods, especially evenings
• Champion a warm, professional, and consistent guest experience from arrival through departure
• Personally engage with guests to resolve concerns, recover service issues, and turn challenges into service opportunities
• Monitor and actively respond to guest feedback, satisfaction scores, and real-time service trends
• Design and deliver memorable moments such as providing special amenities, celebrations and unique touches
• Ensure Front Desk interactions consistently align with brand standards, service culture, and Quality Hospitality expectations

Front Desk Team Leadership & Development

• Lead, train, coach, and mentor Front Desk team members with strong focus on service behaviors and guest engagement
• Set clear service expectations and hold team members accountable through real-time feedback and coaching
• Conduct regular Front Office meetings that reinforce service culture and Quality Hospitality standards
• Promote teamwork, professionalism, and an "Unreasonable Hospitality" mindset across all shifts
• Serve as a role model by working shifts alongside the team and demonstrating service excellence in action

Scheduling & Shift Coverage

• Prepare and manage Front Office schedules in a timely and effective manner
• Serve as a hands-on leader who regularly covers desk shifts, primarily evenings
• Maintain flexibility to cover Night Audit, first shift, or second shift when call-outs or operational needs arise
• Ensure proper coverage during peak periods, group arrivals, and special events

Front Office Operations & Standards

• Oversee daily Front Office operations to ensure compliance with brand, company, and audit standards
• Maintain accurate room inventory and ensure proper coordination with Housekeeping regarding room status and availability
• Ensure proper completion of shift work, cash handling, drawer balancing, and daily logs
• Maintain Front Office audit readiness and documentation standards
• Collaborate with other departments to ensure seamless service and to coordinate personalized elements

Guest Services & Desk Operations

• Greet and assist guests, vendors, and clients in a professional and welcoming manner
• Manage the flow of guests, vendors, and deliveries through the Front Office
• Provide accurate information regarding hotel services, amenities, policies, and the local area
• Handle reservations, room assignments, check-ins, and check-outs
• Anticipate guest needs, listen actively and respond effectively to guest requests and complaints
• Field incoming communications in a timely manner and ensure routing to the correct party
• Support Hilton Honors Rewards program enrollment and retention efforts

Financial & Administrative Support

• Monitor and open accounts to support timely financial collection
• Review and assist with payment and collections for group master accounts as needed
• Process guest payments and review guest accounts for accuracy
• Support purchasing, monitoring, and control of Front Office, market and inventory

Safety & Security

• Monitor and maintain property security standards during assigned shifts
• Ensure guest and team member safety through awareness, reporting, and proper protocol execution

Requirements

• Prior supervisory experience is preferred
• Prior hospitality experience is strongly preferred
• Strong initiative and work ethic
• Punctual, reliable, and regular attendance
• Strong attention to detail
• Customer-service oriented
• Strong multitasking and organizational skills
• Ability to work in a fast-paced environment
• Excellent communication skills both verbal and written
• Excellent interpersonal skills
• Excellent time and project management skills
• Must be able to lift and carry up to 25lbs. Must be able to stand, sit, stoop, bend, twist, and reach frequently.
• Valid driver's license and Department of Motor Vehicles Report
• Must have and maintain a valid driver's license and meet the required criteria for driving a company vehicle