Guest Experience Manager - Front Desk

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

Guest Experience Manager

Front Desk

Reports To: Senior Guest Experience Manager

Overview

At Club Quarters Hotels, we’re opening doors to opportunity in the world’s most vibrant cities across the U.S. and London. We’re looking for an enthusiastic and energetic Guest Experience Manager to join our team. If you’re passionate about meaningful work, creating genuine connections, and making a lasting impact, we offer a place where you can inspire, grow, and feel at home—while helping our guests feel the same.

Responsibilities and Duties

• Guest Relations:
  • The Warm Welcome: Greet guests with genuine warmth and enthusiasm, ensuring a smooth, seamless and personalized check-in.
  • The Genuine Goodbye: Deliver an exceptional check-out experience that makes a guest feel valued and inspired to return.
  • Authentic Connection: Proactively build rapport with guests to anticipate their needs, creating a sense of belonging throughout their journey.
  • Issue Resolution: Handle inquiries and resolve guest issues promptly with a calm demeanor and a solutions-based approach.
• Operational Excellence:
  • Guest Experience Oversight: Uphold and demonstrate high standards to ensure the guest journey is flawless.
  • Standard Operating Procedures: Consistently follow and execute all established brand and operational standards to ensure service excellence.
  • Delivering the Guest Experience: Contribute to a culture of innovation and connection to constantly better the guest and team member experience.
  • Execute Departmental Objectives: Fulfill additional responsibilities and duties as assigned by the Senior Guest Experience Manager to meet departmental and hotel objectives.

• Team & Culture Partnership
  • Workplace Flow: Work alongside all team members to maintain a consistent service delivery across all shifts.
  • Operational Communication: Contribute to and maintain clear, direct internal communication to ensure the team meets its service requirements.

Qualifications

• Skills and Abilities:
  • A positive attitude and a deep passion for creating a welcoming guest experience.
  • Ability to work independently and as a 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 work effectively under pressure to resolve issues.

Physical Requirements:

• • Ability to stand for extended periods.
  • Ability to walk, bend, stoop and reach.
  • Ability to lift and carry up to
  • Ability to communicate clearly and effectively.
  • Visual acuity to operate computers and handle paperwork.

Compensation Range:

Benefits:

Competitive compensation Hotel discounts and complimentary stays
Health, dental, and vision insurance Paid time off (i.e. vacation, sick leave)
401K

Our Commitment to Equal Opportunity:

Committed to nurturing a vibrant, inclusive culture, our company reflects the richness of our communities, creating a welcoming environment. We know that we’re better together, embracing the unique experiences and individual perspectives of each member of our team.