Guest Experience Manager
$68,000–$73,000 year
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Conduct daily concierge operations, manage VIP pre-arrivals, and coordinate itineraries for high-profile guests while ensuring seamless service delivery. Lead and mentor the Guest Experience Curators team, overseeing performance evaluations, training, and the development of luxury amenities that reflect brand standards. Act as the primary accountability point for VIP guests, resolving complaints immediately and maintaining up-to-date knowledge bases of local experiences and vendor partnerships. Maintain daily operational reports, manage guest preferences databases, and represent the hotel within the local hospitality community to expand service opportunities. Requires full schedule flexibility including weekends and holidays.
Required Qualifications
- Bachelor's degree in hospitality management or related field preferred
- Minimum 3-5 years of management experience in luxury hotel front office operations
- Must be able to speak, read, write and understand the primary language(s) used in the workplace
- Must be able to read and write to facilitate the communication process
- Requires good communication skills, both verbal and written
- Must possess basic computer skills
- General knowledge of the city where hotel is located and its attractions
- Extensive knowledge of the hotel, its services and facilities
- Must be able to lift and move up to 25 pounds
- Must be able to work effectively in a stressful environment
- Must be able to change activity frequently and cope with interruptions
- Must be able to maintain a calm demeanor at all times
- This positions requires full schedule flexibility, including all days and shifts
- Weekends and holidays required
Desired Qualifications
- High empathy, confident, and guest experience-focused
- Manage multiple relationships and tasks; resilient
- Excellent verbal and written communication
- Spirit of generosity
- Passionate for the brand
- Problem solver and quick on their feet
- Curious and culturally aware, proactively seeking to connect
- Ability to manage and motivate a diverse team
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