Guest Experience Assistant Manager

Who We Are

Based in San Antonio, Texas, Zachry Hotels is a proven leader in the development, management and ownership of hospitality assets. At Zachry Hotels, we are passionate about hospitality and surround ourselves with team members who share that same passion. Our tenure in the hospitality and hotel industry has provided us the knowledge and key relationships for success in hotel management, operation, and development.

We take care of our clients, business partners and each other as family, within a culture of service and accountability, where we do the right thing because it is the right thing to do.

Together We Can Do Great Things Every Person Matters This Is More Than A Job

The Monarch San Antonio, Curio Collection by Hilton, is a 200-room, 17-story boutique hotel located in the vibrant Hemisfair District of downtown San Antonio. Designed as a destination in itself, the property features thoughtfully curated meeting and event venues-including the iconic La Mariposa sculpture pavilion-a full-service spa, five distinct food and beverage concepts, a rooftop restaurant and bar, and a separate rooftop pool overlooking the city.

Steps from the River Walk and The Alamo, The Monarch is more than a place to stay. It is a place to belong, to connect, and to be inspired.

Our purpose is expressed through service-gracious, genuine, and unforgettable. Rooted in the traditions of San Antonio and elevated by modern elegance, every detail and every interaction reflects our commitment to hospitality at its highest level.

We are building a team of passionate, service-driven professionals dedicated to creating exceptional moments and lasting impressions for every guest who walks through our doors. If you are inspired by excellence and motivated by purpose, The Monarch San Antonio is where your talent can truly shine.

The Assistant Guest Experience Manager supports the oversight of all guest-facing operations, ensuring seamless service delivery and exceptional personalized experiences consistent with a five-star luxury brand. This role partners closely with the Guest Experience Manager to uphold service standards, support daily operations, and act as a brand ambassador while maintaining professionalism, discretion, and attention to detail.

• Support the Guest Experience Manager in serving as a point of contact for VIPs, repeat guests, and special-status guests
• Anticipate guest needs and assist in resolving concerns with poise, empathy, and discretion
• Assist with handling escalated guest issues and service recovery in alignment with brand standards
• Ensure all guest interactions reflect refined, personalized, and anticipatory luxury service

• Support oversight of front desk, concierge, bell services, valet, and coordination with housekeeping and other departments
• Assist in ensuring smooth execution of arrivals, departures, and in-house guest requests
• Monitor room inventory, upgrades, amenities, and special preferences for upcoming arrivals
• Conduct regular property walks to ensure cleanliness, presentation, safety, and ambiance meet luxury standards

• Act as Manager on Duty (MOD) as scheduled, supporting leadership presence and operational decision-making
• Assist in supervising team members and ensuring adherence to service standards, grooming, and brand expectations
• Support training efforts, coaching, and ongoing performance feedback
• Promote a positive, service-driven, and professional work environment

• Support guest and employee safety by coordinating with security and assisting in incident response
• Maintain knowledge of emergency procedures and support response efforts as required
• Assist in completing incident reports and operational logs with accuracy and professionalism
• Ensure compliance with all brand policies, privacy standards, and local regulations

• Communicate guest concerns, operational issues, and VIP notes to leadership and relevant departments
• Support reporting and documentation related to guest experience and operations
• Assist in monitoring financial activity related to guest services, including billing accuracy and adjustments

• High School Diploma or equivalent required
• Minimum 2-4 years of experience in luxury hospitality (5-star or Forbes-rated preferred)
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