Luxury Guest Experience Lead

Hilton; Orlando (FL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Travel perks

Employee stock plan

Parental leave

Caregiving support

Crisis concierge

Mental health resources

Generous PTO

Health benefits

Retirement plans

Job summary

Conrad Orlando, a Hilton flagship property, seeks a Guest Experience Manager to lead arrival/departure experiences with authentic hospitality and Forbes standards. You’ll drive training, audits and department certification while guiding a team toward Five‑Star readiness.

Join a world‑class luxury team at Hilton’s Conrad Orlando, delivering memorable stays and exemplary guest care while coordinating across departments to maintain brand excellence.

Qualifications

• 2+ years management or supervisory experience in Front Office.
• Forbes-rated luxury service standards experience.
• Training and quality assurance experience with hourly team members.
• Strong understanding of luxury service standards and confidentiality.

Responsibilities

• Serve as visible leader of Service Excellence at arrival and departure touchpoints.
• Conduct Forbes and Service Excellence audits, observations and coaching.
• Lead onboarding, Forbes standards training, luxury service education and department certification.
• Drive Five-Star readiness initiatives, mystery shop preparation and action planning.
• Support hiring, evaluations, recognition and performance management; represent department in hotel operations meetings.

Skills

Front Office management

Forbes standards

Leadership

Customer service excellence

Training & coaching

Education

Bachelor's degree in Hospitality

Job description

Conrad Orlando, a Hilton flagship property, seeks a Guest Experience Manager to lead arrival/departure experiences with authentic hospitality and Forbes standards. You’ll drive training, audits and department certification while guiding a team toward Five‑Star readiness.

Join a world‑class luxury team at Hilton’s Conrad Orlando, delivering memorable stays and exemplary guest care while coordinating across departments to maintain brand excellence.