Guest Services & Experience Manager - Upscale Hospitality Group

We are seeking a polished and hospitality-driven Guest Experience Manager to curate exceptional guest experiences across a luxury boutique inn and fine dining destination. This leader serves as the ambassador of the guest journey, ensuring every interaction is personalized, seamless, and reflective of world-class hospitality standards.

The ideal candidate will have experience in luxury hotels, boutique inns, Relais & Châteaux properties, or comparable high-end hospitality environments, with a passion for creating memorable guest moments and building lasting relationships.

Key Responsibilities

Guest Experience Leadership

• Design and elevate the complete guest journey from arrival through departure.
• Create personalized itineraries, celebrations, special touches, and bespoke experiences.
• Anticipate guest needs and resolve concerns with professionalism, urgency, and discretion.
• Build strong relationships with VIP and repeat guests to foster loyalty and retention.
• Curate unique culinary, wellness, and local experience offerings.

Hotel & Restaurant Integration

• Ensure seamless guest experiences across accommodations, dining, and special events.
• Coordinate closely with Front Desk, Housekeeping, and Food & Beverage teams.
• Maintain awareness of reservations, guest preferences, and special requests.

Team Leadership & Culture

• Promote a culture of hospitality excellence and service-first leadership.
• Foster collaboration and communication across departments.
• Lead by example with professionalism, warmth, and attention to detail.

Operational Excellence

• Monitor guest feedback, online reviews, and service recovery opportunities.
• Ensure guest-facing spaces consistently meet luxury presentation standards.
• Identify opportunities to enhance guest satisfaction and emotional connection.

Qualifications

• 3–5+ years of hospitality experience in luxury hotels, boutique inns, fine dining, or Relais & Châteaux-style environments.
• Exceptional communication, interpersonal, and guest relations skills.
• Strong organizational, problem-solving, and multitasking abilities.
• Passion for hospitality, personalized service, and guest engagement.
• Ability to work evenings, weekends, and holidays as needed.

Ideal Candidate

• Luxury hotel or inn experience required.
• Relais & Châteaux or similar luxury hospitality background strongly preferred.
• Warm, intuitive, and highly guest-focused.
• Calm under pressure with exceptional emotional intelligence.
• Collaborative leader with a refined and approachable style.