Luxury Guest Experience Lead – Forbes-Ready & Five-Star

Hilton; Orlando (FL); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Travel perks

ESPP discount

Parental leave

Caregiving support

Crisis concierge

Mental health resources

PTO & leave

Job summary

Conrad Orlando is seeking a Guest Experience Manager to lead the arrival and departure experience with a focus on personalized service and luxury standards. This role oversees front office operations and drives Forbes-inspired service excellence to create memorable guest experiences.

The position requires luxury hotel experience and a proven track record in management, with strong cross-department coordination and a passion for hospitality excellence.

Qualifications

• Luxury hotel experience and 2+ years of management or supervisory experience in Front Office.
• Training and Quality Assurance experience with hourly team members.
• Strong understanding of luxury service standards and personalization.
• Experience coordinating across departments.

Responsibilities

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

Skills

Luxury hotel experience

Front Office management

Forbes-rated experience

Training & QA

Job description

Conrad Orlando is seeking a Guest Experience Manager to lead the arrival and departure experience with a focus on personalized service and luxury standards. This role oversees front office operations and drives Forbes-inspired service excellence to create memorable guest experiences.

The position requires luxury hotel experience and a proven track record in management, with strong cross-department coordination and a passion for hospitality excellence.