Guest Experience Manager

Job Description Job Summary

The Guest Experience Manager (GEM) oversees all aspects of the guest journey, from reservation through post check-out. This role is responsible for promoting and delivering attentive, friendly, and hospitable service that reflects the culture and values of Uncommon Hospitality.

The GEM works to maximize guest satisfaction and online reviews while fostering repeat patronage through thoughtfully curated guest experiences. This position requires a strong on-property presence and close collaboration with the General Managers, supporting daily hotel operations while serving as a visible ambassador of the guest experience.

Role and Responsibilities Deliver Exceptional Guest Experiences

• Plan, develop, and implement curated guest experiences by cultivating relationships with guests prior to arrival.
• Ensure guests have a clear and consistent point of communication throughout their stay.
• Maintain contact with guests after departure to encourage feedback and positive reviews across third-party platforms.
• Support and train Front Desk staff to consistently deliver exceptional service and personalized hospitality.

Community Engagement & Strategic Partnerships

• Build and maintain strong relationships with local and regional businesses to enhance guest offerings.
• Collaborate with community partners to provide unique, locally driven experiences for guests.
• Ensure the hotel is a positive and engaged community partner through participation in local initiatives.

Operational Support & Leadership

• Assist the General Managers with daily hotel operations as needed.
• Ensure adherence to all applicable laws, policies, and procedures.
• Maintain compliance with Department of Labor and Health Department regulations.
• Hold employees accountable to service standards and operational expectations.

Front Desk Leadership & Operations

• Lead, mentor, and support the Front Desk team, fostering a culture of hospitality, accountability, and pride in service.
• Oversee daily front desk operations to ensure smooth arrivals, departures, and consistent execution of service standards.
• Maintain strong knowledge of property systems, policies, and procedures, ensuring accuracy and efficiency.
• Collaborate closely with Housekeeping, Sales, Maintenance, and other departments to deliver a cohesive guest experience.

Administrative & Compliance Responsibilities

• Complete all assigned administrative duties accurately and on time.
• Ensure payroll is processed correctly and on schedule.
• Remain current and compliant with HR practices and policies.
• Adhere to all Uncommon Hospitality procedures related to attendance, conduct, and personal appearance.

Core Requirements

• Excellence Driven
• Accountable
• Attention to Detail
• Strong Communication Skills
• Integrity

Preferred Skills

• Bachelor’s degree or equivalent professional experience.
• Proficiency in Microsoft Office applications, social media platforms, and website tools.
• Strong understanding of the seasonal hotel industry.

Additional Notes

This position requires regular movement throughout the hotel, including prolonged standing, walking, bending, stooping, and reaching. The role involves frequent guest interaction and the ability to respond to visual and auditory cues in a dynamic hospitality environment. Candidates must be able to lift up to 25 lbs and tolerate varying levels of stress, temperature, and physical activity.

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