Assistant Guest Experience Manager

Pyramid Global Hospitality; Potomac (WV); On-site; USD 85,000 - 88,000; Full time

Job summary

The Potomac Hotel, Autograph Collection, part of Pyramid Global Hospitality, seeks an Assistant Guest Experience Manager to oversee guest services and ensure an exceptional stay in Washington, D.C.

You will lead front desk collaboration, greet guests, handle complaints, coordinate with departments, and tailor VIP experiences. The role supports a dynamic, service-driven culture with opportunities for growth and professional development.

Qualifications

• High school diploma or equivalent.
• Previous hotel or resort guest service experience preferred.
• Must have strong communication and a customer-first mindset.

Responsibilities

• Greet and welcome guests upon arrival and during their stay.
• Develop and maintain positive relationships with guests, understanding their needs and preferences.
• Address and resolve guest complaints and issues promptly and effectively.
• Ensure VIP guests receive personalized service and amenities.
• Support Front Office team in daily operations and decision-making.
• Coordinate with other departments within the hotel to ensure guest requests are fulfilled.
• Handle special requests and arrangements for guests, such as transportation, dining reservations and event planning.

Skills

Guest Service

Communication

Interpersonal Skills

Flexibility

Education

High School Diploma

Job description

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

About Our Property

Welcome to The Potomac Hotel, Autograph Collection, a distinguished property in the Pyramid Global Hospitality portfolio overlooking the Potomac River in Washington, D.C. Featuring 373 guest rooms and 38,000 sq ft of indoor meeting and event space, the hotel offers a dynamic hospitality environment just minutes from The Wharf, National Mall, Capitol Hill, and many of the city's most recognizable landmarks.

At The Potomac Hotel, team members have the opportunity to build their careers within a full-service property featuring two restaurant and bar concepts, a spa and fitness center, and extensive meetings and events operations. As part of our team, you'll join Pyramid Global Hospitality's People First culture, where collaboration, professional development, and growth opportunities are central to the associate experience.

Whether you're beginning your hospitality career or ready for your next opportunity, you'll find a supportive environment where your contributions matter. If you're passionate about exceptional hospitality and interested in growing your career in the heart of Washington, D.C., we invite you to explore opportunities at The Potomac Hotel and join our Pyramid Family.

Assistant Guest Experience Manager

What you will have an opportunity to do:

Job Description

We look for people who are passionate about service and have a hunger for learning new skills. We believe in the power of teamwork and the professional development of our team members. With our employees being our greatest assets, we are committed to providing competitive wages and benefits, the best training, a safe and enjoyable work environment along with many opportunities for advancement to ensure a very rewarding career. We take great pride in our dedicated and diverse team of employees.

All professionals at The Potomac Hotel live by our Vision, Brand Promise, and Core Values.

POSITION OBJECTIVE

The Assistant Guest Experience Manager supports the Front Office team in overseeing all aspects of guest services to ensure a seamless and exceptional experience for every guest.

Essential Job Functions

• Assist in greeting and welcoming guests upon arrival and during their stay.
• Develop and maintain positive relationships with guests, understanding their needs and preferences.
• Address and resolve guest complaints and issues promptly and effectively.
• Ensure VIP guests receive personalized service and amenities
• Support Front Office team in daily operations and decision-making
• Coordinate with other departments within the hotel to ensure guest requests are fulfilled.
• Handle special requests and arrangements for guests, such as transportation, dining reservations and event planning.

What are we looking for?

• Must be available to work a flexible schedule to include nights, weekends and holidays
• High school diploma or equivalent
• Previous hotel or resort Guest Service experience preferred
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Computer skills
• Excellent verbal and written communication skills
• Ability to work in a fast-paced setting
• Ability to stand for the duration of the shift

Compensation

$85000

$88000

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.