Guest Experience Lead | On-Duty & Escalation Navigator

Hallson Hospitality Co.; Nashville, Northern (TN, KY); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) plan

Employee recognition programs

Job summary

Hallson Hospitality Co. seeks a Guest Communications Manager to deliver an exceptional guest experience across the portfolio. You will lead the Guest Experience Agents, coach the team, and handle escalations by phone when needed.

As Manager on Duty, you will bridge communication between Guest Experience and Operations, respond to real time issues, and support Starr Piano Suites guests both on-site and remotely as required.

Qualifications

• 2+ years in hospitality, guest services, or short-term rental operations.
• Proven track record of high guest-satisfaction ratings under pressure.
• Experience coaching and supervising a team.

Responsibilities

• Lead and coach the Guest Experience Agents to deliver consistent service.
• Handle escalations by phone and manage on‑duty guest issues.
• On‑site presence at Starr Piano Suites during high turnover periods.
• Bridge communication between Guest Experience, Operations, and Maintenance.
• Document incidents and drive service recovery decisions with the Director.

Skills

Hospitality experience

Guest services

Team coaching

Excellent communication

Phone escalation handling

Proactive problem solving

Independent decision-making

Tech-savvy / AI tools

Tools

Guesty

Multi-channel platforms

Job description

Hallson Hospitality Co. seeks a Guest Communications Manager to deliver an exceptional guest experience across the portfolio. You will lead the Guest Experience Agents, coach the team, and handle escalations by phone when needed.

As Manager on Duty, you will bridge communication between Guest Experience and Operations, respond to real time issues, and support Starr Piano Suites guests both on-site and remotely as required.