Guest Experience Manager | Hotel Cala

Schulte Hospitality Group is seeking a dynamic, service-oriented
Guest Experience Manager
to join our team!
SHG is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing team!

What's in it for you? When you join SHG you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people!
SHG provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to:

Work Today, Get Paid today, with Daily Pay!

Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!

Multiple Health Insurance and Life Insurance options

401k Plan + Company Match

Paid Time Off

Holiday Pay

Pet Insurance

Employee Assistance Program

Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more!

Our Company:
Schulte Hospitality Group is a division of Schulte Companies, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.

The Guest Experience Manager serves as the ambassador of the hotel's service culture, leading efforts to create exceptional and memorable experiences for every guest. This role combines the leadership responsibilities of a Front Desk Manager with the personalized, relationship-driven approach of a VIP Concierge. The Guest Experience Manageris responsible for elevating guest satisfaction, cultivating team engagement, driving service excellence, and leading onboarding and training initiatives that reinforce a culture of hospitality and recognition.

• Serve as the hotel's primary champion for guest satisfaction and service excellence.
• Create personalized and memorable guest experiences throughout the guest journey, from pre-arrival through departure.
• Proactively engage with guests, especially VIPs, repeat guests, special occasion travelers, and high-value customers.
• Coordinate and oversee VIP arrivals, special requests, amenities, room preparations, and personalized experiences.
• Monitor guest feedback, online reviews, comment cards, and guest satisfaction metrics.
• Resolve guest concerns quickly and effectively using service recovery techniques.

• Lead onboarding and orientation programs for Front Office associates.
• Develop and coordinate ongoing guest service training programs.
• Provide coaching, mentoring, and real-time feedback.
• Recognize associates whodemonstrateexceptional hospitality.
• Foster accountability, engagement, teamwork, and continuous improvement.

• Oversee day-to-day Front Office operations.
• Monitor room inventory, availability, room status, and assignments.
• Coordinate room blocking and readiness.
• Review staffing levels and schedules.
• Act as Manager on Duty as required.

• Passion for exceptional guest experiences.
• Strong communication and relationship-building skills.
• Proven leadership and coaching abilities.
• Excellent conflict resolution and service recovery skills.
• Strong organizational and time-management skills.
• Knowledge of Front Office operations and hotel systems.
• Monitors daily status of rooms, rates, discount rates and packages.
• Maintains current list of available rooms for walk situations.
• Coordinates blocking of rooms.
• Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations.
• Ensures recognition of employees is taking place across areas of responsibility.
• Reviews…