Guest Experience Lead — Warm Welcomes & Problem-Solving

Club Quarters Hotels; Washington, Northern (District of Columbia, KY); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Hotel discounts

Complimentary stays

Health, dental, and vision insurance

Paid time off

401K

Job summary

Club Quarters Hotels is seeking a Guest Experience Manager to lead guest relations, ensure seamless check-in/check-out, and deliver exceptional service across shifts. You will proactively connect with guests, resolve issues, and uphold brand standards to enhance the guest journey.

The role emphasizes teamwork, cross-functional communication, and a passion for creating a welcoming environment in a fast-paced hotel setting.

Qualifications

• A positive attitude and passion for creating a welcoming guest experience.
• Ability to work independently and as part of a team in a fast-paced environment.
• Flexibility to work varied shifts, including weekends, holidays, and evenings.
• Punctuality, reliability, and excellent interpersonal and communication skills.
• Proficiency in computer applications.
• Ability to handle stressful situations and resolve issues calmly.

Responsibilities

• Greet guests with warmth, ensure a smooth, personalized check-in, and close out with a memorable check-out.
• Proactively build rapport to anticipate needs and create belonging throughout the guest journey.
• Handle inquiries and resolve guest issues promptly with a solutions-based approach.
• Uphold high standards and follow brand and operational procedures to ensure service excellence.
• Contribute to a culture of innovation and connect with guests and team members to improve the experience.
• Collaborate across shifts to maintain consistent service delivery and clear internal communication.

Skills

Guest relations

Check-in mastery

Check-out excellence

Rapport building

Issue resolution

Teamwork

Communication skills

Computer proficiency

Stress management

Flexibility with shifts

Job description

Club Quarters Hotels is seeking a Guest Experience Manager to lead guest relations, ensure seamless check-in/check-out, and deliver exceptional service across shifts. You will proactively connect with guests, resolve issues, and uphold brand standards to enhance the guest journey.

The role emphasizes teamwork, cross-functional communication, and a passion for creating a welcoming environment in a fast-paced hotel setting.