Guest Experience Manager
On-siteCalgary, Alberta, Canada
Job Summary
Oversee daily hotel operations by coordinating Front Office, Housekeeping, Food & Beverage, and Engineering teams to maintain brand standards. Act as the primary point of contact for escalated guest concerns, handling complaints and service recovery situations professionally. Monitor check-in and check-out flows, conduct internal audits for BSA compliance, and perform regular walkthroughs focusing on cleanliness and safety. Complete and monitor Front Desk scheduling based on occupancy forecasts, prepare shift reports, and lead annual performance reviews. Take charge during emergencies and support front-line teams during high-demand periods while ensuring compliance with health and safety regulations.
Required Qualifications
- minimum of two years of experience in a Front Office Supervisor or Duty Manager role
- Hospitality program graduate or degree holder
- outstanding work ethic
- track record of reliability, punctuality and an approachable demeanor
- strong commitment to safety
- solid leadership skills
- adept at training, coaching and motivating a team
- exceptional problem-solver
- knowing how to troubleshoot and resolve situations efficiently
- Agile
- able to shift priorities as needed
- handling guest or associate situations that may occur outside of typical work hours
- covering shifts as necessary
- Excellent working knowledge of PMS systems
- Able to work well under pressure
- enjoy a fast-paced environment
- An excellent communicator
- values teamwork and collaboration
- Able to combine strategic planning and day-to-day management
- Physically able to stand, sit, walk, push, pull, crouch, and lift or carry objects up to 40 pounds or more
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.