Guest Experience Manager

As a Guest Experience Manager at Marriott, you will lead daily front-of-house operations to ensure memorable, seamless stays for every guest. You'll oversee the front desk, concierge, and lobby experience, resolving complex service issues with empathy and professionalism. Partnering closely with housekeeping, F&B, and sales, you'll coordinate service delivery, manage guest feedback, and drive loyalty program engagement. You will hire, train, and coach associates, modeling Marriott's people-first culture and brand standards while analyzing guest satisfaction metrics to implement improvements that elevate overall service quality and operational efficiency.

Responsibilities

• Oversee daily front-of-house operations including front desk and concierge
• Ensure delivery of exceptional, personalized guest service and experiences
• Resolve complex guest issues and complaints with timely, effective solutions
• Collaborate with housekeeping, F&B, and other departments to coordinate service
• Monitor and respond to guest feedback, reviews, and satisfaction scores
• Hire, train, schedule, and coach team members in Marriott service standards
• Drive Marriott Bonvoy and other loyalty program engagement
• Analyze operational and guest satisfaction data to improve service quality
• Maintain compliance with brand standards, policies, and safety procedures
• Support implementation of new service initiatives and property-wide programs

Required Skills

• Front office operations
• Hotel property management systems (PMS)
• Customer relationship management (CRM) tools
• Guest recovery and service recovery techniques
• Data analysis and guest satisfaction metrics
• Staff scheduling and workforce management
• Loyalty program management
• Budgeting and cost control basics
• Conflict resolution and complaint handling
• Hospitality safety and security procedures