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Guest Experience Manager Jobs (NOW HIRING)

NAYA New York

Guest Experience Manager

Manhattan, NY · On-site

$80K - $90K/yr

The Guest Experience Manager is responsible for leading NAYA's day-to-day guest support operations across all channels, including digital, in-store, and post-visit feedback. This role goes beyond ...

Pins Mechanical Co

Guest Experience Manager

Dublin, OH · On-site

$17.50 - $19.75/hr

We are seeking a hands-on Hospitality Manager to oversee the guest experience on the floor and manage daily service operations. Reporting directly to the AGM, you will be the first point of ...

Impact Kitchen

Guest Experience Manager

New York, NY · On-site

$70K - $90K/yr

GUEST EXPERIENCE MANAGER As a Guest Experience Manager (GEM) at Impact Kitchen you set the hospitality standard high and are passionate to ensure guests enjoy their experience. Responsible for ...

HHM Hotels

Guest Experience Manager

Pittsburgh, PA · On-site

$50K - $65K/yr

Guest Experience Manager Generates and provides an upscale and authentic experience for guests while maintaining consistent communication with the operations team. Supplies guests with relevant ...

The Estate Yountville

Guest Experience Manager

Yountville, CA · On-site

$20.50 - $23.25/hr

GUEST EXPERIENCE MANAGER Yountville, CA Nestled on 22 acres of breathtaking landscapes in the heart of Napa Valley, Estate Yountville is not only a luxurious retreat but has also been named one of ...

FAENA

Guest Experience Manager

New York, NY · On-site

At Faena New York, the Guest Experience Manager serves as a key leader in delivering a transcendent guest journey--curating personalized, meaningful experiences that embody the Faena spirit of art ...

Highgate Hotels

Guest Experience Manager

Los Angeles, CA · On-site

$19.50 - $22/hr

The Guest Experience Manager will directly oversee the Valet and Transportation team and work closely with Front Office, Residential Services, Engineering, and Security to ensure a cohesive guest ...

Brightwild

Guest Experience Manager

Key West, FL · Remote

$17.75 - $20.25/hr

Description We are looking for a Guest Experience Manager to be an energetic and service-minded individual who can drive excellent and memorable guest experiences through professional and authentic ...

Auberge Collection

Guest Experience Manager

Gardiner, NY · On-site

$17.25 - $19.50/hr

The Guest Experience Manager plays a pivotal role in shaping the guest experience at Wildflower Farms, setting the tone for both guests and team members alike. This position leads the Guest ...

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Guest Experience Manager information

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How much do guest experience manager jobs pay per hour?

As of Jun 9, 2026, the average hourly pay for guest experience manager in the United States is $19.50, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $19.71 per hour, depending on experience, location, and employer.

What is the difference between Guest Experience Manager vs Customer Service Supervisor?

AspectGuest Experience ManagerCustomer Service Supervisor
CredentialsExperience in hospitality, hospitality management certifications often preferredCustomer service or related certifications, supervisory experience
Work EnvironmentHotels, resorts, hospitality venuesRetail, call centers, service industries
Employer & IndustryHospitality industry, hotels, resortsVarious industries including retail and service sectors
Primary FocusEnhancing guest satisfaction and experienceOverseeing customer service teams and resolving issues

The Guest Experience Manager focuses on creating memorable experiences for guests in hospitality settings, while the Customer Service Supervisor manages customer service teams across various industries. Both roles require strong communication skills and a customer-centric approach, but their environments and specific responsibilities differ.

How does a Guest Experience Manager typically work with cross-functional teams to enhance guest satisfaction?

Guest Experience Managers regularly collaborate with departments such as front desk, housekeeping, food and beverage, and maintenance to ensure seamless service delivery. They coordinate with team leads to address guest feedback, resolve issues promptly, and implement service improvements. This cross-functional teamwork is crucial for maintaining high satisfaction levels and creating memorable experiences for guests. Frequent communication and joint problem-solving are essential parts of the role.

What Is a Guest Experience Manager?

A guest experience manager works in a hospitality or entertainment venue. Your job duties include training employees in customer service and acting as an ambassador to guests by addressing complaints. You sometimes work with upper management on public relations outreach projects. Some qualifications for this position include a bachelor’s degree in business administration as a baseline, with other degrees or coursework needed for some employers. You usually need five years of experience in direct customer service, and the skills to interact professionally and politely with a dissatisfied customer. You can further your career to become a general manager.

What are the key skills and qualifications needed to thrive as a Guest Experience Manager, and why are they important?

To excel as a Guest Experience Manager, you need strong customer service skills, hospitality knowledge, and experience in managing guest relations, often supported by a degree in hospitality or related fields. Familiarity with property management systems (PMS), CRM software, and guest feedback platforms is typically required. Exceptional communication, problem-solving, and interpersonal skills help you build rapport with guests and lead teams effectively. These competencies are vital for ensuring guest satisfaction, loyalty, and operational excellence in hospitality environments.

What does a Guest Experience Manager do?

A Guest Experience Manager is responsible for ensuring that guests have a positive and memorable experience at a venue, hotel, or event. They oversee guest services, handle feedback or complaints, and coordinate with various departments to meet guest needs. Their role often includes training staff, implementing service standards, and analyzing guest satisfaction to improve overall service quality. Guest Experience Managers play a key part in building customer loyalty and maintaining the reputation of the business.
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Guest Experience Manager jobs near you

Guest Experience Manager

Los Angeles Growth - Highgate Hotels

Los Angeles, CA • On-site

$75K - $80K/yr

Full-time

Posted 20 days ago

Job description

Compensation Type
Yearly
Highgate Hotels
Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com
Location
Overview
The Guest Experience Manager is responsible for leading the arrival, departure, valet, transportation, and luxury guest mobility experience.
This leader is responsible for creating a seamless and elevated first and last impression for guests, owners, and visitors through thoughtful service execution, operational efficiency, and team leadership. The Guest Experience Manager will directly oversee the Valet and Transportation team and work closely with Front Office, Residential Services, Engineering, and Security to ensure a cohesive guest experience throughout the property.
The Guest Experience Manager reports directly to the Rooms Division Manager.
Responsibilities
Guest Experience & Operations
  • Lead all valet, transportation, and guest arrival/departure operations for the resort and residences
  • Ensure all guest interactions are handled with professionalism, warmth, urgency, and attention to detail consistent with luxury hospitality standards
  • Oversee the daily operation of valet parking, luggage assistance, guest transportation, and vehicle retrieval services
  • Manage the resort's Rivian fleet program, including vehicle readiness, charging coordination, cleanliness, scheduling, and guest orientation
  • Coordinate transportation logistics for guests, ownership, VIP arrivals, airport transfers, events, dining reservations, and special requests
  • Ensure all guest vehicles are handled safely, securely, and efficiently
  • Monitor arrival patterns, occupancy levels, events, and transportation demands to proactively adjust staffing and operational coverage
  • Maintain organization and cleanliness of valet podiums, porte cochere, loading zones, transportation areas, and vehicle staging locations
  • Partner closely with Front Office and Guest Services teams to ensure seamless communication regarding guest arrivals, departures, and VIP accommodations
  • Assist with creating memorable and personalized guest experiences that enhance overall satisfaction and brand loyalty
  • Respond to guest concerns and service recovery situations promptly and professionally
Leadership & Team Management
  • Recruit, train, coach, and develop Valet and Transportation team members
  • Create and maintain schedules that align staffing levels with operational demands and labor expectations
  • Conduct daily stand-up meetings and ongoing training focused on luxury service standards, safety, and operational procedures
  • Provide consistent coaching, performance feedback, and accountability to team members
  • Foster a positive, professional, and service-driven team culture
  • Ensure team members maintain proper appearance, grooming, and uniform standards
  • Support employee engagement, retention, and professional development initiatives
  • Participate in performance evaluations, corrective action, and recognition programs as needed
Transportation & Fleet Oversight
  • Oversee resort transportation operations, including resort shuttles, guest transportation, and third-party transportation coordination
  • Manage the operational readiness, charging schedules, cleanliness, maintenance coordination, and usage tracking of the Rivian fleet
  • Ensure all transportation vehicles meet safety, cleanliness, and presentation standards at all times
  • Monitor fleet usage and operational needs while making recommendations for efficiency improvements
  • Coordinate with Engineering and external vendors regarding vehicle maintenance and repairs
Financial & Administrative Responsibilities
  • Manage departmental labor and operational expenses in alignment with budget expectations
  • Monitor payroll, overtime, scheduling efficiency, and staffing productivity
  • Assist with forecasting staffing and transportation needs based on occupancy and operational trends
  • Maintain accurate operational logs, vehicle usage records, incident reports, and departmental documentation
  • Ensure proper handling and reporting of guest vehicle incidents, claims, and damages
  • Support departmental purchasing and inventory controls for valet and transportation supplies
Safety & Compliance
  • Ensure compliance with all company policies, brand standards, and safety procedures
  • Maintain knowledge of local driving regulations, transportation safety requirements, and risk management practices
  • Ensure all team members maintain valid driver qualifications as required
  • Conduct routine safety inspections of operational areas and transportation equipment
  • Respond appropriately to emergency situations and support resort emergency procedures when necessary

Qualifications
  • Minimum 3-5 years of leadership experience in valet operations, transportation, guest services, or luxury hospitality operations
  • Supervisory experience required, including experience leading and developing hourly teams in a fast-paced environment
  • Strong leadership, communication, and organizational skills
  • Ability to manage multiple priorities while maintaining exceptional guest service standards
  • Knowledge of valet operations, transportation logistics, vehicle safety procedures, and luxury guest arrival experiences
  • Must be effective in anticipating, identifying, and resolving operational and guest-related issues
  • Ability to understand and evaluate operational information, schedules, labor needs, and departmental reports to support business objectives
  • Must maintain a warm, friendly, attentive, and service-oriented demeanor at all times
  • Must be able to effectively communicate both verbally and in writing with guests, employees, and leadership in a courteous and professional manner
  • Must be effective at listening to, understanding, and clarifying concerns raised by guests and employees
  • Valid driver's license with an acceptable driving record required
  • Ability to safely operate a variety of vehicles, including electric vehicles and SUVs
  • Proficiency with Microsoft Office, Windows operating systems, and hotel operational systems preferred
  • Ability to multitask, prioritize responsibilities, and adapt in a fast-paced luxury environment
  • Ability to maintain confidentiality and professionalism in all interactions
  • Ability to work a flexible schedule including evenings, weekends, holidays, and extended hours as operational needs require
  • Maintain regular attendance in compliance with hotel standards and operational scheduling needs
  • Maintain high standards of personal appearance and grooming in accordance with resort standards
  • Comply with all company policies, luxury brand standards, and safety regulations
  • Long hours are occasionally required
  • Light work - exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull
  • Perform other duties and responsibilities as requested by management

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