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Job Details

Guest Experience Manager

Company name
Hyatt Hotels Corporation.

Nashville, TN, United States

Employment Type


Posted on
May 21, 2023

Valid Through
Sep 03, 2023

Apply for this job


Guest Experience Manager','NAS001762','!*!The Guest Experience Manager is responsible for ensuring high levels of guest satisfaction property wide, from pre-arrival to post-stay. The Guest Experience Manager will lead by example and set standards for attentive guest service; they will assist in the supervision of the hotel’s guest relations team (Front Desk, Bell Services, Valet, PBX, Reservations, Concierge, Guest Services) and liaise with other departments (including the Food & Beverage teams) as needed. The Guest Experience Manager will handle guest complaints and incident resolution, oversee VIP guest stays, and respond to all guest feedback.


·         Can manage day to day operations of the Front Office, including covering MOD shifts as necessary.

·         Ensure all guest requests are responded to in a timely manner. Set and monitor goals for guest responsiveness using the property work order system (Alice or similar).

·         Develop, update, and maintain all guest-experience related SOPs and policies, and conduct regular audits to ensure compliance with brand standards

·         Oversee the VIP program, including reviewing arrivals, arranging amenities, pre-arrival/in-house/post-stay guest outreach, and inspecting VIP rooms for check-in and during stayover service.

·         Conduct property tours as requested for VIPs of Corporate, Sales, Ownership.

·         Liaise with Corporate team and other hotel and food & beverage department managers to execute VIP and SVIP stays seamlessly.

·         Ensure guest profile information is being updated properly with guest data, preferences, stay history, and incidents/positive feedback in all relevant operating systems. Ensure team is merging profiles regularly in Opera PMS.

·         Oversee guest complaint and incident resolution, ensuring proper and thorough follow up from relevant parties.

·         Ensure all incident reporting standards are followed and the daily and updated daily incident logs are sent out, as well as monthly/quarterly/yearly summaries.

·         Manage valet parking complaints and build a relationship with valet parking company.

·         Manage and ensure timely responses to all positive and negative guest feedback, whether reported in-person or by phone, email, guest survey, or online review (including but not limited to Trip Advisor, Yelp, Google, OTA site reviews).

·         Manage Revinate and monitor guest satisfaction scores and reviews; report on guest scores as required (e.g. Weekly/Monthly Ownership Reports).

·         Develop and implement corrective action plans to improve guest satisfaction scores.

·         Create and drive department strategies targeting guest engagement and delight, and positive guest reviews (particularly Trip Advisor).

·         Attend the weekly Owner’s meeting and manager meetings.

·         Build Concierge program; ensure all Front Office/PBX/Reservations employees have thorough and current knowledge of property and city events, activities, dining and nightlife options, etc.


·         Assist in the recruitment and development of Front Office/Guest Services team as needed, including interviewing, training, and developing team members.  

·         May be responsible for scheduling of employees to business demands, including third party and contract employees (e.g. valet); track employee time and attendance.

·         Reviews staffing levels to forecast to ensure the guest service, operational needs, and financial objectives are met.

·         Ensures all employees have proper supplies, equipment, and uniforms.

·         Participate in 1-on-1 performance reviews with Front Office/Guest Services/Reservations team as needed.

·         Ensures employees understand expectations and parameters; property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy.

·         Observes service behaviors of employees and provides feedback to individuals, including employee recognition.

·         Hold guest services/relations trainings and meetings regularly; continually communicates a clear and consistent message regarding the departmental goals to produce desired results.

·         Provide guidance and direction to ensure overall departmental success versus predetermined KPI’s. Create and nurture a culture of exceeding set targets.

·         Plan department goals for guest satisfaction (e.g. review and survey goals), and direct team members in order to achieve budgeted goals.


·         Collaborate with the Director of Operations, Director of Finance, other department heads and managers, and Corporate Office on all required reporting, such as forecasts, monthly P&L reports, ownership reports, etc.

·         Contribute to the annual Front Office department budget and CAPEX budget; back up any requests for spending with guest feedback/incident metrics as needed.

·         Manage budgetary and capital expenses, including regular inventory of all required OS&E.  

·         Ensure department adherence to all financial policies, including but not limited to amenity procedures, credit and cash handling procedures, guest disputes/chargebacks, credit limit and authorizations, deposits, third party billing forms, etc.

·         Manage the amenities budget and track departmental spend.

·         Track guest recovery allowances and spending; generate regular reporting as needed.

·         Understand the importance of department’s operation on the overall property financial goals and educate  staff on details as appropriate; manages to achieve or exceed budgeted goals.


·         Represent Dream Hotel Group and the Hotel in a professional manner at all times.

·         Participate on committees and special projects as needed.

·         Stay up to date on competitors’ offerings, market trends, and overall industry trends.

·         Travel as necessary to different properties, venues, industry trade shows, etc. within the region and overseas, to study benchmarks and represent the hotel.

·         Travel as necessary to Corporate Office and other Company hotels.

·         Perform all reasonable requests assigned by the management team.

·         Attend and participate in all scheduled meetings and training sessions.','!*!·         High school diploma or GED; minimum 3-years experience in Front Office in a luxury hotel in a management position, OR:

·         2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business   Administration, or related major; minimum 2-years experience in Front Office in a luxury hotel in a management position.

·         Experience working in a lifestyle luxury hotel environment strongly preferred.

·         Must be able to communicate fluently to the level of ‘business English’ in all forms of communication.

·         Additional languages proficiency is a plus.

·         Business acumen and forward-thinking approach to analyzing business opportunities, proposing cost-management initiatives and efficiencies, short and long-term goal planning, budgeting, forecasting, business planning and profit and loss analytics.

·         Excellent interpersonal skills, with the ability to quickly establish and maintain positive relationships with: Ownership, Corporate Office, the hotel’s leadership team, employees, clients, vendors, and the wider external community.  

·         Demonstrated ability and experience in successfully leading and coordinating team members in a high volume, pressurized and time-sensitive environment, and the ability to prioritize or adjust workloads to meet deadlines.

·         Ability to develop and maintain effective operating and control processes designed to deliver maximum operating efficiency, while ensuring strict adherence to established operating criteria.

·         Ability to effectively handle dynamic challenges in the workplace; adept in anticipating, preventing, identifying, and solving problems, complaints, and concerns as necessary.

·         Ability to effectively and confidently present financials, strategies, and other presentations in both oral and written form to all concerned stakeholders.

·         Ability to work flexible schedules, and be present as required by business demand.

·         Proficient in computer systems including the full Microsoft Suite, Opera PMS Cloud, and commonly used hospitality systems including but not limited to: work order systems (Alice/Nuvola/HotSOS); CRS; purchasing / inventory platforms.

·         Knowledgeable in all prevailing health and safety guidelines, and specifically COVID-19.','US-TN-Nashville','','Dream Nashville','','Yearly','US Dollar (USD)','Department Head/Manager','Full-time','Guest Services','Guest Experience Manager

Company info

Hyatt Hotels Corporation.
Website :

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