Guest Experience Manager (Reading)

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:

The physical demands described are representative of those that must be met by an incumbent to successfully perform the essential functions of this job.

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role. 

• Ability to stand for extended periods and walk throughout the property.
• Occasionally lift and carry up to 25 lbs.

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 leadership experience in hospitality, hotel operations, or customer service management; hotel industry experience is a plus but not required. 
• 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:

• Availability for flexible work hours, including nights, weekends, and holidays as needed.
• 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.