Guest Experience/Night Manager

The Capitol District Marriott; Omaha (NE); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Free meals per shift

Room discounts at Marcus Hotels & Reso

Discounts at Marcus Hotels & Resorts

Paid time off

401k with employer match

Early wage access

Job summary

Marcus Hotels & Resorts seeks a Guest Experience Manager for the Omaha Marriott Downtown to lead guest relations and operate as a Manager-on-Duty during late shifts. You will ensure high service standards and safety for guests and associates, coordinating with front desk and supervisory teams.

The role requires 1–2 years in front desk operations, strong English communication, and the ability to respond empathetically to guest concerns while maintaining a professional image.

Qualifications

• High school diploma required; hospitality degree preferred.
• Minimum 1–2 years of front desk experience; management and cash handling experience preferred.
• Fluency in English; excellent verbal and written communication.

Responsibilities

• Build strong guest relationships and respond promptly to inquiries and complaints.
• Act as Manager-on-Duty during second/third shifts, supporting supervisory staff.
• Enforce hotel policies and handle difficult guest situations with professionalism.
• Maintain hotel safety through inspections, incident reporting, and emergency procedures.
• Assist with front desk tasks including check-in/out, system operation, and communications.
• Review MOD reports and shift logs, and inform leadership of safety concerns.
• Be knowledgeable of hotel systems and emergency procedures; uphold standards.
• Support team development through effective supervision.

Skills

Guest relations

Customer service

Conflict resolution

Emergency procedures

Front desk operations

Team supervision

Communication skills

Cash handling

Education

High school diploma

Job description

Description

Are you passionate about hospitality and eager to work for one of the most recognized names in the industry? Do you aspire to grow your career at a premier hotel in downtown Omaha? If so, the Omaha Marriott at the Capitol District is the perfect place for you! We are seeking a dedicated individual to join our dynamic team and contribute to the exceptional guest experience we're known for. As a Guest Experience Manager at the Omaha Marriott Downtown, you will assist hotel staff and operations during the second and/or third shift to ensure a high degree of quality and service for guests with response to all guest issues and concerns, emergency situations to ensure the safety and security of the hotel’s guests and associates.

Located in the heart of downtown Omaha, this upscale hotel offers world-class hospitality to guests and is ranked one of the leading hotels in the city. The Omaha Marriott Downtown’s commitment to providing outstanding guest experiences extends to its employees. Our property and brand pride itself on world-class service and superior style.

What will you be doing?

• Build strong guest relationships through authentic interactions, respond promptly to inquiries, and resolve complaints professionally.


• Act as Manager-on-Duty during second/third shifts, supporting supervisory and line staff while maintaining high service standards.


• Enforce hotel policies, handle difficult situations (e.g., noise complaints, guest relocation), and support fellow managers' decisions.


• Maintain hotel safety through regular inspections, incident reporting, and knowledge of emergency procedures and safety protocols.


• Assist with front desk tasks including guest check-in/out, system operation, phone calls, and supply management.


• Complete and review reports (e.g., MOD reports, shift logs), follow up on issues, and inform leadership of safety concerns.


• Be fully knowledgeable of hotel systems and manuals including fire panels, emergency procedures, and operational standards.


• positive employee relations, uphold grooming and conduct standards, and support team development through effective supervision.

What do you bring to the role?

• High school diploma required; hospitality degree preferred. Minimum 1–2 years of front desk experience; management and cash handling experience preferred.


• Dependable with flexibility to work varied hours, including nights, weekends, and holidays in a 24-hour operation.


• Strong ability to handle guest and employee concerns empathetically and professionally, providing proactive solutions.


• Excellent verbal, written, and listening skills with fluency in English and a pleasant speaking voice.


• Ability to use complex computer systems accurately and maintain proper telephone etiquette.


• Capable of standing, moving, and lifting up to 50 lbs; must be alert to emergency situations.


• Must present a professional, well-groomed image and maintain proper workplace etiquette under pressure.


• Strong multitasking, organizational, and supervisory skills, with the ability to meet deadlines and manage multiple responsibilities.

What's in it for you?

• A free, well-balanced meal every shift


• Room discounts at Marcus Hotels & Resorts and Marriott worldwide properties


• Discounts at Marcus Hotels & Resorts restaurants, cafes, lounges, golfing, skiing and spa


• Discounted parking and bus pass program (update this to what they offer though)


• “Two for one” movie theatre coupons at Marcus Theatres


• Ability to grow your career, and transfer from one property to another


• Paid time off


• Medical, dental, and vision insurance, company-paid life insurance, and an employee assistance program


• 401k with employer match


• Early wage access


• And more!

About Us:

A division of The Marcus Corporation, Marcus Hotels & Resorts has a rich 60-year history of operational and service excellence. We are “People Pleasing People” who strive daily to create extraordinary experiences for guests and associates alike. Focused on expanding our U.S.-based portfolio of 15 hotels and resorts, our properties are known for their unique character and style.

Note: This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.

The Omaha Marriott Downtown is an equal opportunity employer.

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