Guest Experience Manager

Champions the end-to-end guest experience, ensuring every detail, from pre-arrival requests to departure, exceeding expectations. Anticipates needs, personalizes stays, and drives guest satisfaction, loyalty, and revenue growth. Leads VIP handling, service recovery, on-property engagement, and online reputation strategy while inspiring the Concierge team and fostering seamless collaboration across departments.

What will I be doing?
The following outlines core accountabilities; the scope may adjust according to business needs to deliver exceptional guest experiences.

Guest Journey & VIP Program

• Design and oversee pre-arrival outreach, preferences capture, and special arrangements for VIPs, Hilton Honors Gold/Diamond, groups, wedding/celebration stays, and repeat guests.
• Coordinate arrivals (amenities, room inspections, upgrades per policy), lobby presence during peak periods, and personalized recognition moments.
• Ensure accurate preference coding and notes in OnQ; maintain VIP and repeat-guest profiles.

Service Recovery & Make It Right

• Lead the property’s service recovery program using Hilton’s HEART/Make It Right principles; serve as escalation point for complex guest issues.
• Resolve cases swiftly with thoughtful solutions; document thoroughly in OnQ logs and internal trackers.
• Analyze incident trends and implement preventative actions with department heads.

On-Property Engagement

• Maintain visible floor presence across lobby, restaurants, pool/beach, spa, and casino during peak times.
• Orchestrate surprise-and-delight activations (anniversaries, birthdays, long-stay recognition) aligned to budget and brand standards.
• Champion accessibility and inclusive hospitality practices.

Reputation & Voice of Guest

• Support daily review response and insights for Tripadvisor, Google, OTA portals, and social mentions in partnership with Marketing/PR.
• Drive Stay Experience (Satisfaction & Loyalty Tracking) performance: monitor scores, comment themes, and set action plans with department leaders; present weekly pulse and monthly deep dives.

Commercial & Operational Impact

• Partner with Revenue/Front Office on upgrade strategy, upsell moments, arrival sequencing, and overbooking protection to balance guest satisfaction and revenue.
• Support Rooms and Housekeeping on product standards, room readiness, and defect elimination (PM schedules, recurring issue closures).
• Track budget for amenities, VIP spend, and guest recovery; ensure cost controls and vendor compliance.

People Leadership

• Lead, schedule, and develop Guest Relations/Concierge team members; conduct coaching huddles and performance check-ins.
• Recruit for service mindset; deliver onboarding and ongoing skills training (service recovery, cultural fluency, Forbes-style touchpoints).
• Promote a culture of safety, ethics, and respect in line with Hilton and local regulations.

Supportive Functions

• Participate in hotel committees (Quality, Safety, Sustainability, Diversity & Inclusion) as assigned.
• Support emergency response and business continuity procedures.
• https://jobs.hilton.com/apac/en/job/HOT0C0RU/Guest-Experience-Manager-Hilton-Aruba-Caribbean-Resort-Casino