Luxury Guest Experience Manager

Highgate Hotels L.P.; Fort Worth (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Highgate Hotels L.P. is seeking a Guest Experience Manager for The Crescent Hotel in Fort Worth. You will lead Guest Services, Valet, and Front Desk operations to deliver seamless arrivals, stays, and departures with a focus on service excellence and revenue optimization.

The role requires managing staff across shifts, maintaining SOPs, and partnering with departments to ensure a cohesive guest journey. Strong communication and leadership in a luxury environment are essential.

Qualifications

• Minimum six years in hotel operations with front office management experience.
• Proficiency in Microsoft Excel and Microsoft Word is required.
• Experience in a luxury or lifestyle hotel brand is highly preferred.

Responsibilities

• Respond to guests’ requests, problems, and complaints at the Front Desk, ensuring satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel per SOPs.
• Maximize room revenue and occupancy by monitoring status and rate variance daily.
• Assist in preparation of revenue and occupancy forecasting and payroll support.

Skills

Front Office management

Guest service leadership

Staff coaching

Communication skills

Education

Four-year degree with two years related experience

Two-year degree with four years related experience

Tools

Microsoft Excel

Microsoft Word

Job description

Highgate Hotels L.P. is seeking a Guest Experience Manager for The Crescent Hotel in Fort Worth. You will lead Guest Services, Valet, and Front Desk operations to deliver seamless arrivals, stays, and departures with a focus on service excellence and revenue optimization.

The role requires managing staff across shifts, maintaining SOPs, and partnering with departments to ensure a cohesive guest journey. Strong communication and leadership in a luxury environment are essential.