Guest Experience Manager - Signia Hilton Atlanta

Guest Experience Manager – Signia by Hilton Atlanta

Job Number: HOT0C7ZS

Signia Atlanta 159 Northside Dr NW Atlanta 30313

This position will report to the Director of Rooms and will oversee a team of 7 per shift including bell persons, concierge and pre‑arrival coordinators to help elevate the guest experience at our 976‑room milestone property with over 140,000 sq. ft. in banquet space and 8 unique F&B outlets.

• Source & coordinate with concierge and pre‑arrival coordinators to enhance guest experience.
• Review all arrivals for the upcoming days and ensure all preferences are communicated with relevant departments.
• Run reports to prepare for VIP arrivals with all operational departments.
• Coordinate all guest preferences with other departments (IRD, HSK, ENG) on a daily basis.
• Responsible for physical inspection of rooms with special requests prior to arrival.
• Coordinate all VIP amenities requested by Sales, Business Travel Sales Manager, Executive Office and more.
• Assist the Front Office Team in the day‑to‑day departmental/hotel operations.
• Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly.
• Oversee daily operations in all Guest Services departments.
• Monitor and develop team member performance, including supervision, scheduling, counseling, evaluations and recognition.
• Manage administrative projects and ensure adherence to established quality standards.

• 1 year OnQ experience.
• 1 year management experience in a similar role within Hilton.
• Previous luxury experience with Forbes training is required.
• Open availability and weekend/holiday availability, with all shift coverage including overnights.

• Hospitality: passion for delivering exceptional guest experiences.
• Integrity: doing the right thing, all the time.
• Leadership: leading in industry and communities.
• Teamwork: team player in everything we do.
• Ownership: owning your actions and decisions.
• Now: operating with a sense of urgency and discipline.
• Quality, productivity, customer focus.

We support the mental and physical wellbeing of all team members so they can thrive personally and professionally in a diverse and inclusive environment.

• Access to your pay when you need it through Daily Pay.
• Medical Insurance for you and your family.
• Mental Health Resources.
• Best‑in‑Class Paid Time Off (PTO).
• Go Hilton travel discount program.
• Supportive parental leave.
• Matching 401(k).
• Employee stock purchase program (ESPP) – purchase Hilton shares at 15% discount.
• Debt‑free education: access to a wide variety of educational credentials (e.g., college degrees, high school completion, English‑language learning, digital literacy, professional certificates and more).
• Career growth and development.
• Team member resource groups.
• Recognition and rewards programs.

Available benefits may vary depending upon property‑specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.

Full‑time.

Guest Services, Operations, and Front Office.

EOE/AA/Disabled/Veterans.