Guest Experience Manager

Company Highlights

The Bright Hospitality Management is reimagining hotel operations by leveraging a tech-forward approach to the guest experience. Our goal is to personalize the stay for each guest driving stellar satisfaction rates. We are currently building out a portfolio of hotels focused on health and wellness called Vitality Hotels.

Perks

• 100% company-paid premium for employee-only coverage on select Medical, Dental, and Vision Insurance plans
• 401K program with up to a 4% match and full vesting from day one
• Generous Paid Time Off – 2 weeks annually to recharge and relax
• Flexible Spending Account (FSA) & Health Savings Account (HSA) options for added financial flexibility
• Voluntary Life Insurance to provide additional coverage for you and your loved ones
  
  

Purpose Of The Role

We are looking for an innovative, guest-focused Guest Experience Manager who is passionate about delivering exceptional hospitality and leveraging technology to enhance service delivery. The ideal candidate is tech-savvy, proactive, and thrives in a fast-paced environment while leading a dynamic team to provide top-tier Guest Experiences.

The Guest Experience Manager will oversee all aspects of guest interaction before, during, and after a guest’s stay. This hands-on role focuses on enhancing guest satisfaction, streamlining operations through innovative tech solutions, and leading a team to ensure seamless communication and service excellence across all channels. You will play a critical role in optimizing guest touch-points, utilizing tools such as PMS, OTA messaging, and digital check-in platforms while continuously identifying opportunities to improve and personalize the guest journey.

Responsibilities

Guest Experience Leadership

• Serve as the primary point of contact for guests, ensuring a welcoming, personalized, and efficient experience at every touchpoint.
• Lead and inspire the Guest Experience team to consistently deliver exceptional service, both on-site and virtually.
• Develop and implement creative strategies to enhance guest engagement and loyalty through technology and personal touches.
• Monitor guest satisfaction scores and reviews, taking proactive steps to address feedback and continuously improve service.
• Establish and maintain strong relationships with VIP guests, offering tailored services and perks to encourage loyalty.
  
  

Operational Excellence

• Oversee digital guest communications, including PMS, OTAs (Booking, Expedia, Airbnb), and messaging platforms, ensuring timely and professional responses.
• Work closely with housekeeping and maintenance teams to coordinate guest requests and ensure rooms meet the highest standards.
• Implement best practices for online check-ins, digital key issuance, and troubleshooting guest-facing tech issues.
• Collaborate with the Virtual Guest Experience Team to ensure seamless coordination of remote and on-site services.
• Continuously assess operational processes and recommend tech-driven improvements to enhance efficiency.
  
  

Team Development & Leadership

• Train, mentor, and develop Guest Experience Associates to uphold brand standards and embrace technological tools to streamline workflows.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.
• Ensure the team is equipped with the necessary tools and training to optimize guest interactions and operations.
• Conduct regular performance reviews and provide feedback to support professional growth and team cohesion.
  
  

Technology & Innovation

• Leverage the latest technology to improve operational efficiency and guest engagement (e.g., mobile check-ins, AI-powered guest support, smart room features).
• Work with internal IT and operations teams to troubleshoot and enhance tech solutions for a seamless Guest Experience.
• Stay informed on hospitality technology trends and provide recommendations for innovative Guest Experience initiatives.
  
  

Physical Requirements

• Ability to stand for extended periods and walk throughout the property.
• Occasionally lift and carry up to 25 lbs.
• Availability for flexible work hours, including nights, weekends, and holidays as needed.
  
  

Minimum Qualifications

• Guest-Centric Mindset: Passion for delivering outstanding Guest Experiences with a keen eye for personalization and detail.
• Technology Proficiency: Strong understanding of PMS, channel managers, digital check-in platforms, and guest communication tools.
• Leadership Experience: Minimum of 3 years of experience in a leadership role within hospitality, hotel operations, or guest services.
• Problem-Solving Abilities: Critical thinker with a proactive, solution-oriented approach to challenges.
• Excellent Communication: Strong written and verbal communication skills to engage effectively with guests and team members.
• Adaptability: Comfortable working in a fast-paced environment with evolving priorities.
• Collaboration: Ability to work cross-functionally with virtual teams, housekeeping, and operations to achieve guest satisfaction goals.
  
  

Schedule / Travel Requirements

Able to work in person on-site at location

• Please note, due to the requirements of this position, responses may automatically disqualify you from moving forward in the application process. Please review minimum qualifications thoroughly before applying. 
  
  

The Pay Range For This Role Is

55,000 - 65,000 USD per year(Dayton Vitality Hotel)