Guest Experience Manager

Hyatt Hotels Corporation; Indio (CA); On-site; USD 68,000 - 83,000; Full time

Job summary

Grand Hyatt Indian Wells Resort and Villas in Indian Wells, CA, seeks a Guest Experience Manager to elevate the guest journey across the villa and resort VIP experience. You will supervise front office colleagues, partner with Sales, Marketing, and Housekeeping, and drive service excellence.

You will analyze guest satisfaction metrics, mentor staff, and implement recognition programs while upholding brand standards and safety guidelines.

Qualifications

• Minimum of 2 years of hospitality management experience.
• Proficient in Microsoft Word and Excel.
• Strong analytical skills with guest satisfaction metrics experience.
• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds.
• Minimum of 2 years of hospitality management experience.
• Service oriented style with professional presentations skills.
• Must be proficient in Microsoft Word and Excel.
• Must have excellent organizational, interpersonal and administrative skills.
• Strong analytical skills with experience using guest satisfaction systems and business intelligence tools

Responsibilities

• Oversee VIP arrival, stay, and departure process ensuring personalized service.
• Anticipate guest needs and promptly resolve issues.
• Collaborate with Sales, Marketing and Housekeeping for special amenities and experiences.
• Supervise, schedule and coach front office colleagues with Front Office Manager.
• Foster engagement, accountability and continuous improvement across teams.
• Conduct regular service training focusing on excellence and upselling.
• Support daily operations, lobby presence, and guest flow with Front Office Manager.
• Help design guest engagement initiatives and recognition programs.
• Ensure compliance with brand standards, policies, and safety guidelines.

Skills

Hospitality management

Guest relations

Team leadership

Analytics

Team leadership

Tools

Microsoft Word

Excel

Job description

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Grand Hyatt Indian Wells Resort and Villas

US - CA - Indian Wells

Guest Service Operations

Department Head/Manager

Full-time

Yearly US Dollar (USD) pay basis

Summary

The Guest Experience Manager is responsible for elevating the overall guest journey ensuring seamless, personalized service at every touchpoint. This leader plays a key role in overseeing the Villa and Resort VIP experience, assists with managing the front office colleagues, and analyzing key performance metrics to identify opportunities for improvement. The Guest Experience Manager reports to the Front Office Manager working closely with other operational leaders to maintain the highest standards of service, guest satisfaction, and colleague engagement.

The salary range for this position is $75,000 - $75,000. This is the pay range for this position that Grand Hyatt Indian Wells reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.

Key Responsibilities and Job Expectations

Guest Experience & VIP Oversight

• Oversee all aspects of the VIP arrival, stay, and departure process, ensuring personalized and memorable service.


• Anticipate guest needs and resolve escalated service issues promptly and professionally.


• Partner with Sales, Marketing, and Housekeeping to coordinate special amenities, recognition programs, and customized experiences for high-value guests.


• With the Front Office Manager, this position will supervise, schedule, and coach the front office colleagues.


• Foster a culture of engagement, accountability, and continuous improvement.


• Conduct regular training sessions focused on service excellence, upselling, and guest personalization.

Analytics & Performance Management

• Conduct deep-dive analyses of guest satisfaction surveys, service recovery trends, and operational KPIs.


• Develop and present actionable insights to improve guest service scores, reduce service failures, and enhance efficiency.


• Track VIP satisfaction, repeat guest frequency, and loyalty program engagement to inform strategy.

Collaboration & Operations

• Work in partnership with the Front Office Manager to support daily operations, lobby presence, and guest flow.


• Assist in the design and implementation of guest engagement initiatives and recognition programs.


• Ensure compliance with brand standards, resort policies, and safety/security guidelines.

Qualifications

• A true desire to satisfy the needs of others in a fast paced environment.


• Ability to work a flexible schedule.


• Refined verbal and written communication skills.


• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds.


• Minimum of 2 years of hospitality management experience.


• Service oriented style with professional presentations skills.


• Must be proficient in Microsoft Word and Excel.


• Must have excellent organizational, interpersonal and administrative skills.


• Strong analytical skills with experience using guest satisfaction systems and business intelligence tools

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