Guest Experience Manager

About the role

We are seeking a hands‑on Guest Experience Manager who leads from the front, overseeing the entire reservations pipeline and guest journey. This leadership position blends strategic oversight with day‑to‑day involvement, ensuring every interaction delivers a high‑touch, seamless experience.

Key responsibilities

• Lead and develop a team of 6 Guest Service Associates, managing the full guest lifecycle from inquiry to post‑stay follow‑up.
• Identify gaps in existing SOPs and implement improvements to enhance service quality.
• Handle high‑stakes and sensitive guest resolution cases directly.
• Hire, train, coach, and hold a high‑performing reservations team accountable to performance standards.
• Provide real‑time coaching, feedback, and foster a culture of ownership, urgency, and attention to detail.
• Oversee the reservations pipeline, ensuring response‑time standards, conversion rates, booking value, and guest satisfaction targets are met.
• Partner with leadership to align demand and conversion strategies.
• Step into shifts as needed, personally handling guest inquiries, calls, and bookings during peak periods.
• Maintain CRM accuracy and ensure consistency across all guest communications (email, SMS, phone).
• Refine SOPs for reservations, communication, and overall guest experience.

Required profile

• 5+ years of experience in hospitality, guest services, or reservations.
• Vacation‑rental or luxury‑hospitality background strongly preferred.
• 3+ years of proven experience managing and developing teams.
• Excellent written and verbal English communication skills.
• Comfortable navigating and communicating with guests in high‑pressure situations.

Required skills

• CRM (customer relationship management) systems proficiency.