Guest Experience Manager — Hospitality Leader

Evolving Solution Services; Draper (UT); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Paid time off

12 paid holidays per year

Onsite childcare

Retirement plan with employer match

Free Aquarium membership

Employee discounts

Job summary

Loveland Living Planet Aquarium (LLPA) in Draper, Utah seeks a Guest Services Manager to lead 50+ frontline staff, directing hospitality and guest engagement across all touchpoints. The role ensures show readiness, implements training, and drives service excellence in a high-volume attraction.

The ideal candidate will bring 3+ years in hospitality leadership, exceptional communication, and a proactive approach to coaching.

Qualifications

• 3+ years of experience in hospitality, tourism, or guest experience-focused roles.
• Leadership and team development experience.
• Passion for delivering outstanding guest experiences and service excellence.
• Ability to lead, coach, mentor, and develop front-line team members and supervisors.
• Excellent interpersonal, communication, and conflict resolution skills.
• Ability to model professionalism, courtesy, proactive hospitality, and a positive leadership presence.
• Thrive in a fast-paced, dynamic environment.
• Effective organizational and multitasking skills.
• Proficiency in computers and Microsoft Office Suite.
• Strong attention to detail and commitment to service consistency.
• Ability to translate guest experience standards into clear training and accountability.

Responsibilities

• Lead and develop Supervisors and 50+ front-line team members to deliver welcoming hospitality throughout the guest experience.
• Develop and implement training programs for staff to deliver exceptional service.
• Coach and hold team members accountable for hospitality and engagement.
• Establish show readiness standards for guest-facing spaces and presentation.
• Oversee recruiting, interviewing, and hiring new team members.
• Develop and continuously improve guest services training resources and procedures.
• Develop Supervisors as leaders through coaching and accountability.
• Provide leadership for complex or escalated guest concerns with empathy and sound judgment.
• Manage performance coaching, annual reviews, and staffing levels.
• Evaluate operations and guest experience outcomes to drive improvements.
• Maintain a visible presence to reinforce standards and identify improvement opportunities.

Skills

Leadership

Guest experience

Interpersonal skills

Communication

Coaching skills

Organizational skills

Team development

Conflict resolution

Professional presence

Tools

Microsoft Office

Job description

Loveland Living Planet Aquarium (LLPA) in Draper, Utah seeks a Guest Services Manager to lead 50+ frontline staff, directing hospitality and guest engagement across all touchpoints. The role ensures show readiness, implements training, and drives service excellence in a high-volume attraction.

The ideal candidate will bring 3+ years in hospitality leadership, exceptional communication, and a proactive approach to coaching.