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Job Details

Guest Experience Manager

Company name
Evolution Hospitality

Napa, CA, United States

Employment Type


Posted on
Oct 03,2019

Valid Through
Jan 16,2020

Apply for this job



The opportunity! Guest Experience Manager

REPORTS TO: Front Office Manager

ESSENTIAL PURPOSE: Oversee all the duties of Concierge and other guest relations to maximize the guest experience.                                                                                                                                                            This includes but is not limited to: management of the Concierge and front desk agents, training and associate development, ensuring an exceptional guest experience at the front desk and at our outlets, effective resolution of guest issues, establishing and maintaining relationships with local areas of interest to improve guest itineraries, coordination of training projects and programs with other department heads for our property.


Personally working with our VIP guests to ensure the highest level of service is provided every step of the way.

Ensuring that staff are providing exemplary guest service in accordance with brand standards.

Ensuring guest’s needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable.

Interviewing, hiring, coaching and developing associates.

Evaluating team performance and taking appropriate corrective action as needed to hold team members accountable. 

Setting goals, providing ongoing feedback, and rewarding/recognizing associates in a way that helps each associate realize his/her full potential.

Preparing and adjusting weekly work schedules in accordance with staffing guidelines and labor forecasts and business needs.

Authorizing requests for personal time off, holidays for team members, schedule changes, overtime, and expenditures.

Reviewing guest comments and ensuring that problems are identified and corrected in a timely manner.

Maintaining an efficient system of communication, between the Front Office, Concierge, and other departments, with particular attention to guest satisfaction.

Coordinating with the Front Office Manager to ensure Forbes training is utilized in all guest interactions and making sure all associates are properly trained in this standard.


The ideal Guest Service Director candidate will possess strong communication skills, a clear understanding of guest service in a hotel environment and demonstrate leadership abilities. Must have full service hotel or resort experience.

The minimum qualifications for this position are:

Minimum of two years combined front desk management experience in a hotel property of similar size and quality.

Experience in guest service management is required.

Previous experience in a similar position is preferred.

Minimum of one-year management experience.

Associate degree or equivalent is preferred.

Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment.

Ability to handle stressful situations in a calm, professional manner and exhibit good judgment.

Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice.

Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible

Must have excellent supervisory and interpersonal skills.

Ability to work a varied schedule that may include evenings, nights, holidays and weekends.

IMPACT OF DECISION:  Employee decisions can and will directly impact customer service and the public image of The Carneros Resort & Spa.  Decisions lacking sound judgment and/or tact may result in customer/guest/visitor dissatisfaction and loss of revenues.  This can be due to lack of follow through on a given task, unsafe work practices, a short temper, a disregard for the consequences of one’s actions, an inability to empathize and/or not thinking a situation through completely and properly.  Employees must remain professional at all times.  Please, keep this in mind, not only with guests and visitors of the hotel, but when dealing with co-workers and purveyors as well.

An Equal Opportunity Employer

About Evolution Hospitality

Headquartered in Orange County, CA, Evolution Hospitality is one of the top privately-owned hotel management companies in the US. Evolution Hospitality has a well-defined vision, a strong sense of values and guiding principles, and a long-range, quality-minded approach to business. From unassuming beginnings with a single property, today Evolution Hospitality is recognized as a first-class operator of hotels.

We are proud to offer candidates a dynamic career, personal growth, a strong tradition of mutual trust, integrity and an opportunity to make an impact on the business. Simply put, it means that it feels a bit different to work here. We are universally driven by our fundamental values and beliefs. At Evolution Hospitality, all associates are selected and evaluated on two criteria equally: results and culture. Honesty and humility are equally important as intellect and ability, and each member of the team embraces the challenge of becoming a better human being, both personally and professionally, as part of the package. Superstars are those individuals that not only create value for the company but also genuinely embrace and live Evolution Hospitality’s unique culture.

Are you ready to evolve? If you are interested in establishing a solid career and taking giant strides in personal growth, Evolution Hospitality is just the family you’re looking for.

Apply Now

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Evolution Hospitality

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