Guest Experience Manager - Luxury Resort

Rio Mar Hospitality Management; Puerto Rico; On-site; USD 60,000 - 80,000; Full time

Job summary

Wyndham Grand Rio Mar in Puerto Rico is seeking a Guest Services Manager to oversee the guest experience from check-in to check-out, coordinating bell services, concierge, and PBX while supporting events and sales teams for seamless experiences. You will lead a team to uphold high service standards and resolve guest concerns.

The role requires at least 3 years of managerial guest services experience, strong leadership and communication, and proficiency with PMS and event platforms.

Qualifications

• Minimum of 3 years of managerial experience in guest services.
• Strong leadership, communication, and organizational skills.
• Proficiency in property management systems (PMS) and event management platforms.
• Bachelor’s degree in Hospitality Management or related field preferred, or equivalent experience.

Responsibilities

• Oversee all guest service functions, including front desk, concierge, bell services, and PBX; ensure outstanding service.
• Coordinate with sales and events teams to manage group arrivals, VIP guests, and conventions.
• Hire, train, and develop guest services staff; conduct regular meetings to maintain standards.
• Monitor guest experience from arrival to departure and address issues promptly to ensure satisfaction.
• Support revenue goals by training guest services teams on upselling techniques and upselling opportunities.

Skills

Leadership

Communication

Organizational skills

Guest services

Education

Bachelor’s degree in Hospitality Management or related field

Tools

PMS software

Event management platforms

Guest service technologies

Job description

Wyndham Grand Rio Mar in Puerto Rico is seeking a Guest Services Manager to oversee the guest experience from check-in to check-out, coordinating bell services, concierge, and PBX while supporting events and sales teams for seamless experiences. You will lead a team to uphold high service standards and resolve guest concerns.

The role requires at least 3 years of managerial guest services experience, strong leadership and communication, and proficiency with PMS and event platforms.