Guest Experience/Night Manager

Marcus Hotels & Resorts; Omaha (NE); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Free meals

Room discounts

Restaurant discounts

Parking & bus pass

Movie theatre coupons

Career growth

Paid time off

Medical, dental, and vision insurance,

Job summary

The Omaha Marriott Downtown, part of Marcus Hotels & Resorts, seeks a Guest Experience Manager to lead second/third shift operations, ensuring exceptional guest service and safety. You will support front desk tasks, supervise team members, and enforce hotel policies while maintaining high standards of operation and guest satisfaction.

Requirements include a high school diploma (hospitality degree preferred), 1–2 years in front desk roles, cash handling experience, and strong communication

Qualifications

• High school diploma required; hospitality degree preferred.
• 1–2 years of front desk experience; management and cash handling preferred.
• Fluent English with excellent verbal, written and listening skills.

Responsibilities

• Build guest relationships, respond to inquiries, and resolve complaints professionally.
• Act as Manager-on-Duty during 2nd/3rd shifts, supporting staff while upholding service standards.
• Maintain safety, conduct regular inspections, and manage incident reporting.

Skills

Customer service

Communication

Multitasking

Supervisory skills

Empathy

Education

High school diploma

Hospitality degree

Tools

Computer systems

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.

• 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!

Salary Range: 50K-60K/ Year

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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