Luxury Guest Experience Leader - Front Office

Highgate Hotels, LP; Fort Worth (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

The Crescent Hotel Fort Worth, part of Highgate Hotels, seeks a Guest Experience Manager to lead Guest Services, Valet, and Front Desk operations, ensuring seamless arrivals, stays and departures. You will drive service excellence with discipline, develop service-focused managers, and partner with departments to maintain alignment with brand standards across all shifts.

The role emphasizes maximizing guest satisfaction and revenue through proactive leadership, staffing, and adherence to Highgate

Qualifications

• Minimum six years progressive hotel operations experience.
• Front office management experience in luxury or lifestyle hotel.
• Proficiency in MS Excel and Word.

Responsibilities

• Respond to guests' requests, complaints, and issues at Front Desk with courteous efficiency.
• Coach and discipline Guest Services staff per SOPs.
• Prepare interviews and follow hiring procedures.
• Maximize room revenue and occupancy; monitor rate variance and house counts.
• Coordinate with Housekeeping, Reservations and Credit Manager.
• Operate Front Office system, generate reports and maintain communications.

Skills

Guest services leadership

Front desk management

Communication skills

Education

Bachelor's degree in Hospitality or related field

Tools

Microsoft Excel

Microsoft Word

Job description

The Crescent Hotel Fort Worth, part of Highgate Hotels, seeks a Guest Experience Manager to lead Guest Services, Valet, and Front Desk operations, ensuring seamless arrivals, stays and departures. You will drive service excellence with discipline, develop service-focused managers, and partner with departments to maintain alignment with brand standards across all shifts.

The role emphasizes maximizing guest satisfaction and revenue through proactive leadership, staffing, and adherence to Highgate