Guest Experience Manager

The Guest Experience Manager plays a vital role in delivering highly personalized, seamless service that distinguishes The Hythe, a Luxury Collection Resort from any other. From pre-arrival to post-departure, the Guest Experience Manager discreetly manages every detail of the guest experience, anticipating needs and ensuring impeccable standards. Their professionalism, attention to detail, and flawless presentation reflect the heritage and elegance of The Hythe, a Luxury Collection Resort. Every action, word, and appearance contributes to creating a lasting impression and embodying The Hythe, a Luxury Collection Resort’s unique identity and core values.

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Experience Manager and handles the tracking of service issues.

Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.

Provides friendly, professional, and personalized assistance to all guests, anticipating their needs and maintaining attention to detail.

Builds strong rapport with guests, tracking preferences, history, and special requests to ensure a tailored experience.

Ensures all services, suites, and amenities meet The Hythe, a Luxury Collection Resort, Brand Standards.

Handles pre-arrival engagement, check-in/out, reservations, billing, and internal communication via Lightspeed and GXP systems.

Provides concierge services, including restaurant bookings, ticketing, transportation, and other guest requests.

Promotes and cross-sells resort outlets while adhering to hotel policies, SOPs, and company procedures.

Maintains comprehensive knowledge of suite services, amenities, F&B venues, spa, and hotel standards to offer optimal guest recommendations.

Ensures proper telephone etiquette and professional presentation in line with LQA and the Luxury Collection standards.

Coordinates with all departments, including housekeeping and lost & found, to deliver consistent and exceptional guest service

Management Competencies

Leadershiphttps://careers.marriott.com/guest-experience-manager/job/6EB26ACFFB3CF13268AE2E6CAC30FFA9