Night Guest Experience Leader

Marcus Hotels & Resorts; Omaha (NE); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Free meals each shift

Employee room discounts

Discounts at Marcus Hotels & Resorts

Discounted parking & transit options

Theatre coupons

Career growth opportunities

Paid time off

Medical, dental, and vision insurance

401k with employer match

Early wage access

Job summary

The Marcus Hotels & Resorts is seeking a Guest Experience Manager for the Omaha Marriott Downtown. You will assist hotel staff on the second and/or third shift to ensure outstanding guest service, respond to issues promptly, and support leadership in daily operations.

You will act as Manager-on-Duty, oversee front desk tasks, enforce policies, and help maintain safety and guest satisfaction in a 24-hour operation. Strong hospitality experience and empathy are essential.

Qualifications

• High school diploma required; hospitality degree preferred.
• Minimum 1–2 years of front desk experience; management and cash handling experience preferred.
• Ability to handle guest and employee concerns empathetically and professionally.

Responsibilities

• 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.

Skills

Front desk experience

Supervisory skills

Customer service

English fluency

Education

High school diploma

Hospitality degree preferred

Tools

Hotel systems knowledge

Job description

The Marcus Hotels & Resorts is seeking a Guest Experience Manager for the Omaha Marriott Downtown. You will assist hotel staff on the second and/or third shift to ensure outstanding guest service, respond to issues promptly, and support leadership in daily operations.

You will act as Manager-on-Duty, oversee front desk tasks, enforce policies, and help maintain safety and guest satisfaction in a 24-hour operation. Strong hospitality experience and empathy are essential.