Guest Experience Manager

Brightwild; Key West (FL); On-site; USD 50,000 - 65,000; Full time

Job summary

A hospitality company in Key West, FL, is seeking a Guest Experience Manager to enhance guest satisfaction through effective communication and problem-solving. This role entails managing guest interactions from inquiries to post-checkout reviews, ensuring accommodations are ready, and providing prompt assistance. Ideal candidates should possess strong technical skills, be reliable, and work well under pressure. Ideal for those passionate about delivering memorable guest experiences and willing to work flexible hours.

Qualifications

• Must have reliable transportation.
• Availability to work flexible hours, including weekends.
• Ability to handle customer inquiries efficiently.

Responsibilities

• Coordinate all guest communication and answer reservation calls.
• Assist customers with inquiries and issue resolution.
• Enter work orders and communicate with team members.
• Assist guests with remote check-ins and emergencies.

Skills

Technical computer skills

Excellent time-management

Professional communication

Ability to work under pressure

Fluent in English

Job description

We are looking for a Guest Experience Manager to be an energetic and service-minded individual who can drive excellent and memorable guest experiences through professional and authentic communication skills, a rigorous problem‑solving attitude and ability to multi‑task. This position is responsible for owning the experiences of our guests. You will manage the entire guest journey, from inquiries to post‑checkout communication and reviews, and will work closely with team members and service providers to ensure all accommodations are properly maintained and prepared for guests. We want someone who leads by example, communicates effectively, and is passionate about the tiny details, making positive experiences in every interaction with team members, guests and owners.

You must be a current resident of the Key West, FL area to be considered for this position.

Responsibilities

• Guest communication — you will coordinate all guest communication on behalf of the company. Answer incoming reservation calls and in‑stay guest service calls as quickly as possible.
• Reply to all chat messages and emails in a timely manner, including customer service, reservation inquiries, and web bookings.
• Assist customers with general inquiries, the booking process, the arrival process, remote check‑ins, issue resolution and local recommendations.
• Enter work orders and communicate with other team members, departments, and service partners as necessary.
• During evening hours and on weekends, as necessary, assist guests with remote check‑in and emergencies (primarily handled remotely).
• Other duties as assigned.

Requirements

• Technical computer skills required on all forms of hardware — laptops, tablets and mobile devices.
• Must have reliable transportation with the ability to travel around the market.
• Availability to work Sunday through Saturday, early mornings and evenings as needed.
• May be required to travel to other markets in Central Florida.
• Professional in all forms of communications such as email, phone calls, chat, video calls and texts.
• Ability to work well under pressure in an agile, fast‑paced environment.
• Excellent time‑management skills with the ability to change activity frequently and cope with interruptions.
• Highly responsive and reliable.
• Fluent in English.