Guest Experience Leader: Service Excellence & Team Growth

Tapestry Conshohocken; Raleigh (NC); On-site; USD 54,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Life Insurance & Disability

401(k) with Company Match

Tuition Assistance

Discounted Room Rates

Training & Career Development

Job summary

Concord Hospitality seeks a Guest Relations Manager to lead a guest-first service culture across our hotel. You will motivate staff, ensure front desk excellence, and partner with leadership to drive guest experiences and revenue opportunities.

You will oversee training, HR functions, and financial reporting while maintaining safety, security, and brand standards. This on-site role offers development and a collaborative work environment focused on travel excellence.

Qualifications

• Previous hotel leadership experience in guest services, front office, or guest relations.
• Strong leadership, training, and problem-solving skills.
• Excellent communication and organizational abilities.
• Knowledge of revenue management and financial reporting.
• Commitment to fostering a guest-first and associate-first culture.

Responsibilities

• Lead and motivate staff to ensure guest service remains the driving philosophy of the hotel.
• Respond promptly to guest needs and resolve concerns with professionalism and care.
• Ensure all associates are trained in guest service standards, procedures, and service culture.
• Develop and implement customer service programs to enhance the guest experience.
• Oversee front desk operations and act as Manager on Duty when required.
• Partner with the General Manager and Sales team on revenue strategies and new business opportunities.
• Produce accurate financial reports and assist in revenue management functions.
• Manage HR functions including recruiting, training, performance evaluations, and retention efforts.
• Ensure compliance with personnel policies, labor regulations, and key control procedures.
• Maintain security, safety, and property standards while addressing potential risks.

Skills

Guest services leadership

Team leadership

Communication

Organizational skills

Problem-solving

Revenue management

Financial reporting

Staff training

Job description

Concord Hospitality seeks a Guest Relations Manager to lead a guest-first service culture across our hotel. You will motivate staff, ensure front desk excellence, and partner with leadership to drive guest experiences and revenue opportunities.

You will oversee training, HR functions, and financial reporting while maintaining safety, security, and brand standards. This on-site role offers development and a collaborative work environment focused on travel excellence.