Guest Experience Manager

Guest Experience Manager Godfrey Hotel Hollywood Los Angeles, CA Job Details Full-time $80,000 a year 1 hour ago Benefits Paid training Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Employee discount Flexible schedule Qualifications Teamwork Resort Team development Bachelor's degree Attention to detail

Full Job Description Job Title:

Guest Experience Manager Location:

Godfrey Hotel Hollywood Department:

Guest Services Reports to:

General Manager/ Director of Rooms Job Summary:

The Guest Experience Manager (GEM) is the architect of memorable moments at The Godfrey, orchestrating every touchpoint from the moment of the reservation to departure to ensure each guest journey feels personal, effortless, and elevated. With a sharp eye for detail and a heart for hospitality, the GEM leads the charge in anticipating needs, resolving concerns with grace, and creating meaningful connections that turn first-time visitors into lifelong loyalists. This role partners across departments to uphold impeccable service standards while championing innovation through the thoughtful interpretation of guest feedback.

Key Responsibilities:

Oversee and Elevate Guest Experience:

Manage daily guest interactions to ensure a seamless and elevated stay, including handling inquiries, special requests, and complaints with prompt resolution and service recovery when needed.

Anticipate and Personalize Guest Needs:

Maintain a visible presence in key areas to build rapport and proactively identify guest needs. Coordinate personalized experiences for VIPs and repeat guests, including room assignments, amenities, and welcome touches.

VIP and Arrival Management:

Review daily arrivals to identify VIPs, ensure room allocation is aligned with stay details (rate code, early arrival, length of stay, noise considerations), and confirm amenities and special requests are prepared. Distribute a comprehensive VIP list each morning, incorporating guest history and key information.

Amenity Coordination:

Oversee the accuracy and readiness of amenities prepared by Front Office management in addition to fulfillment by F&B and Front Office team members. Prepare amenity request forms for upcoming arrivals, including selections and personalized elements such as handwritten cards or mirror notes. Manage inventory.

Front Desk support:

At times, it may be requested to cover Front Desk shifts during peak periods or breaks.

Sales and Group Coordination:

Review upcoming group bookings with the Sales team to verify accurate room blocks, VIP identification, amenity setup, and billing details as per contract.

Internal Communication and Collaboration:

Act as a liaison between the F&B team and the Operations team, assist to the pre-shift meeting to gather information regarding activation, menu, and event details. Collaborate cross-departmentally to ensure consistent service delivery and timely issue resolution.

Team Development and Leadership:

Collaborate with Operations Leadership to train, mentor, and guide team members to consistently deliver exceptional service, reinforcing a culture of hospitality excellence.

Qualifications:

Bachelor's degree in Hospitality Management or related field preferred. 3-5 years of experience in a hospitality guest services or management role. Strong leadership and team management skills. Excellent communication, problem-solving, creative, and interpersonal skills. Ability to remain calm under pressure and resolve conflicts diplomatically. Proficiency in hotel management software and guest service platforms.

Key Competencies:

Service Excellence Guest-Centric Problem Resolution Team Leadership and Mentorship Attention to

Detail Effective Communication Skills Job Type:

Full-time Pay:

$80,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Flexible schedule Health insurance Paid time off Paid training Vision insurance

Shift:

10 hour shift 12 hour shift Day shift Evening shift Morning shift Night shift Ability to

Relocate:

Los Angeles, CA 90028: Relocate before starting work (Required)

Work Location:

In person