Guest Experience Manager - Conrad Orlando

Hilton; Orlando (FL); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Travel perks

ESPP discount

Parental leave

Caregiving support

Crisis concierge

Mental health resources

PTO & leave

Job summary

Conrad Orlando is seeking a Guest Experience Manager to lead the arrival and departure experience with a focus on personalized service and luxury standards. This role oversees front office operations and drives Forbes-inspired service excellence to create memorable guest experiences.

The position requires luxury hotel experience and a proven track record in management, with strong cross-department coordination and a passion for hospitality excellence.

Qualifications

• Luxury hotel experience and 2+ years of management or supervisory experience in Front Office.
• Training and Quality Assurance experience with hourly team members.
• Strong understanding of luxury service standards and personalization.
• Experience coordinating across departments.

Responsibilities

• Serve as visible leader of Service Excellence throughout arrival and departure touchpoints.
• Conduct Forbes and Service Excellence audits, observations and coaching.
• Lead onboarding, Forbes standards training, luxury service education and certification.
• Drive Five-Star readiness initiatives, mystery shop preparation and action planning.
• Support hiring, evaluations, recognition and performance management; represent the department in hotel operations meetings.

Skills

Luxury hotel experience

Front Office management

Forbes-rated experience

Training & QA

Job description

Guest Experience Manager

Job Description

Conrad Orlando is where bespoke luxury meets sun-kissed adventures. Join us in creating a legacy as the Guest Experience Manager. Inspired by nature and fashioned for adventure, Conrad Orlando sits on the 1,100-acre Evermore Orlando Resort bordering Walt Disney World with a 20-acre tropical beach and 8-acre lagoon setting the stage for luxury which is as harmonious as it is captivating. The stunning resort features 433 rooms (including 51 impeccably designed suites and 10 spacious family suites), 65,000 square feet of meeting space (40,000 indoor and 25,000 outdoor), a tranquil spa, two 18-hole golf courses, and 6 food and beverage outlets. This includes 3 restaurants (rooftop, southern Italian, and poolside), a cocktail bar, marketplace and in-room dining.

Why join the Conrad brand?

• The modern luxury concept empowers you to deliver:
• Personalized service with authenticity and passion
• Impactful experiences
• Creativity in our products and services

Hotel Website , Facebook , Instagram

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Guest Experience Manager, you’re not just overseeing daily front office operations, focused on arrival experience – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities

• Serve as visible leader of Service Excellence throughout arrival and departure touchpoints.
• Conduct structured Forbes and Service Excellence audits, observations and coaching.
• Lead onboarding, Forbes standards training, luxury service education and department certification.
• Drive Five-Star readiness initiatives, mystery shop preparation and action planning.
• Support hiring, evaluations, recognition and performance management. Represents the department in hotel operations meetings. Assists other guest service areas with daily operations and supervision.

What We Are Looking For

• Luxury hotel experience and 2 years Management or Supervisory experience in Front Office operations. Forbes-rated experience required.
• Training and Quality Assurance experience with hourly team members
• Strong understanding of luxury service standards, personalization, and confidentiality
• Experience coordinating across departments

Qualifications

At Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team Member. A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

About Us

Join an Award-Winning Workplace Culture. At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality. Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel. Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical. Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.

Benefits

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what’s next
• Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.