Guest Experience Manager & MOD Leader

Hyatt Vacation Ownership; Sedona (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Hyatt Vacation Ownership in Sedona, AZ is seeking a Guest Experience Manager to lead the resort's guest experience strategy, service recovery, and MOD operations. This exempt, salaried role requires driving service excellence across Front Desk, Housekeeping, Engineering and activities, with a minimum of five MOD days per week and strong cross-department collaboration.

You will develop recovery programs, coach teams, and ensure brand standards are consistently met.

Qualifications

• Bachelor's degree in hospitality or equivalent.
• 5+ years of leadership in guest services.
• Strong problem solving and communication.
• Experience managing MOD responsibilities.

Responsibilities

• Lead MOD duties five days per week and oversee Front Desk and Guest Services.
• Develop and execute guest experience and service recovery strategies.
• Collaborate with departments to close service gaps and drive improvements.
• Monitor guest satisfaction metrics and coach teams to improve scores.
• Provide regular reports to leadership on guest trends and recovery outcomes.

Skills

Guest service leadership

Operations management

Conflict resolution

Communication skills

Staff coaching

Education

Bachelor's degree in hospitality

Tools

POS systems

Job description

Hyatt Vacation Ownership in Sedona, AZ is seeking a Guest Experience Manager to lead the resort's guest experience strategy, service recovery, and MOD operations. This exempt, salaried role requires driving service excellence across Front Desk, Housekeeping, Engineering and activities, with a minimum of five MOD days per week and strong cross-department collaboration.

You will develop recovery programs, coach teams, and ensure brand standards are consistently met.