Guest Experience Manager

Grow with us...

As a luxury lifestyle hotel brand inspired by nature, 1 Hotel South Beach cultivates the best of eco-conscious design and sustainable architecture, together with extraordinary comfort and an unrivaled level of service. We are inspired by a simple idea: those that travel the world also care about it. 1 Hotel South Beach upholds this vision by channeling nature through design and culinary partnerships, while connecting with the local community and taking sustainable steps to make a big difference.

1 Hotel South Beach has an opportunity for a service-minded Guest Experience Manager to lead and inspire our great-natured service team. It’s a role in which you’ll be constantly interacting with guests, whether you’re welcoming them from across an ocean or just around the corner. And you’ll be teaching others to do the same, so leading by example is everything in this role.

Work with all operational departments to maximize guest engagement and seek out opportunities for guest-centric experiences throughout the hotel and partner with operational departments to ensure flawless execution.

• Serve as hotel ambassador for Redwood (VIP), long stay, special attention and celebrity guests.

• Contact guests prior to arrival to determine needs, preferences and opportunities to personalize the guest’s journey.

• Communicate vital guest information to applicable operational departments.

• Coordinate pre-arrival requests and amenities for incoming guests with other departments, ensuring all requests are prepared and the room is ready prior to arrival.

• Serve as a liaison to the corporate office to assist with development of the guest's journey with 1 Hotel App.

• Greet guests upon arrival and coordinate with operational departments to ensure a seamless guest experience.

• Create and activate weekly guest activation experiences that tie into both the 1 Hotel and local culture

• Review guest comments, guest satisfaction results and other data to identify areas for improvement. Oversee management of guest feedback and post stay communication, responding to and handling guest opportunities and challenges.

• Customize opportunities and experiences for guests above and beyond operational standards.

About you...

• Passionate about hotel operations and guest service with a minimum of 2 years of similar work experience.
• Excels at communication, both verbal and written.
• Is flexible and willing to meet the demands of a 24-hour operation.
• Prior experience in a quality luxury hotel brand.

About us…

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. As a part of our team, you can look forward to activities and perks that drive your passion for nature such as:

• Designed by Nature work environment
• Health & Wellness- Competitive Medical, Dental & Vision, and EAP program
• Retirement Planning
• Paid Personal Days 
• Career Advancement: Were growing rapidly and with growth comes advancement opportunities (around the globe)!
• SH University - Offers eligible team members a chance to grow and flourish from obtaining professional development and courses/certifications through our exclusive online learning educational platform.
• Team Member Recognition program - Earn rewards and pay it forward, while doing all the good you can!