Guest Experience Manager

Description

Hyatt Centric Beale Street Memphis is seeking a passionate, proactive, and hands-on Guest Experience Manager to champion our guest experience from pre-arrival through departure and post-stay engagement.

Reporting to the Front Office Manager, this individual will lead personalized hospitality initiatives, anticipate guest needs, strengthen guest loyalty, and drive measurable improvements in guest satisfaction.

This position combines guest experience leadership with Front Office operational responsibilities, including leading Supervisors and Hosts, providing Front Desk management coverage, and ensuring exceptional service standards are consistently delivered.

We are looking for a hospitality leader who doesn't simply react to guest needs but anticipates them, plans ahead, and creates memorable experiences.

Key Responsibilities

Guest Experience & Personalized Hospitality

• Champion the entire guest journey, including pre-arrival planning, arrival experiences, in-house engagement, departure, and post-stay follow-up.
• Proactively utilize Hyatt's Arrival Dashboard and other systems to review upcoming arrivals, identify VIPs, World of Hyatt members, repeat guests, and special occasions, and plan personalized experiences.
• Review guest history, previous stays, preferences, and HySat feedback to anticipate needs, address past concerns, and identify opportunities to elevate future stays.
• Lead personalized pre-arrival communications to welcome guests, confirm preferences, identify special requests, and prepare for their arrival.
• Utilize Medallia Concierge to proactively communicate with guests before and throughout their stay, ensuring timely responses and meaningful engagement.
• Serve as the hotel's VIP Manager, coordinating personalized recognition, amenities, special arrangements, and memorable experiences for VIPs and loyalty members.
• Champion World of Hyatt recognition, ensuring members receive appropriate acknowledgment, benefits, and personalized service.
• Maintain a visible presence in the lobby, personally welcoming guests and creating genuine connections.
• Establish thoughtful departure and post-stay follow-up practices that strengthen guest relationships and encourage loyalty.
• Partner with operational departments to ensure guest preferences and special arrangements are communicated and consistently executed.

Guest Satisfaction & Service Excellence

• Collaborate with the Front Office Manager to develop and execute initiatives that improve guest satisfaction and overall service performance.
• Monitor HySat, Medallia, guest surveys, and online feedback to identify trends, recurring concerns, and opportunities for improvement.
• Take ownership of guest recovery efforts, ensuring concerns are resolved promptly and appropriate follow-up is completed.
• Develop proactive strategies to prevent repeat service failures and improve the experience of returning guests.
• Champion Hyatt brand standards and AAA Four Diamond service expectations.
• Drive a culture of personalized hospitality, guest recognition, and consistent service excellence.

Front Office Leadership & Operations

• Partner closely with the Front Office Manager to support daily Front Office operations and departmental objectives.
• Provide Front Desk management coverage as scheduled, including overseeing shift operations, guest concerns, and service delivery.
• Lead, coach, and develop Front Office Supervisors and Hosts, reinforcing accountability, professionalism, and hospitality standards.
• Assist with daily briefings, arrival planning, room readiness, staffing coordination, and operational communication.
• Support colleague training, performance coaching, and recognition initiatives.
• Serve as Manager on Duty when assigned, ensuring effective decision-making and timely resolution of operational concerns.
• Maintain a strong presence during peak arrival and departure periods to support colleagues and engage guests.

Collaboration & Accountability

• Work closely with Housekeeping, Food & Beverage, Engineering, Sales, and other departments to deliver seamless guest experiences.
• Communicate VIP arrivals, guest preferences, special requests, and service priorities to appropriate departments.
• Develop and implement creative, cost-conscious guest experience initiatives that create memorable moments.
• Track progress on guest satisfaction initiatives and provide regular updates to the Front Office Manager and hotel leadership.
• Foster a culture of teamwork, proactive communication, and ownership of the guest experience.

Requirements

Qualifications & Experience

• Minimum 2–3 years of hotel Front Office, guest relations, or hospitality leadership experience preferred.
• Previous supervisory or management experience in an upscale, lifestyle, or full-service hotel preferred.
• Strong understanding of personalized hospitality, guest satisfaction, and service recovery.
• Experience with Hyatt systems, Opera Cloud, Arrival Dashboard, HySat, Medallia, or similar hospitality platforms preferred.
• Excellent communication, organizational, leadership, and problem-solving skills.
• Demonstrated ability to coach colleagues and lead Front Office operations.
• Proactive, detail-oriented, creative, and passionate about delivering memorable guest experiences.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

What Success Looks Like

• Consistent execution of personalized pre-arrival, arrival, and post-stay guest engagement.
• Improved guest satisfaction scores and positive guest feedback.
• Strong VIP and World of Hyatt member recognition.
• Effective use of guest history and feedback to anticipate needs and prevent recurring concerns.
• Increased positive colleague mentions and memorable guest interactions.
• Confident, engaged, and accountable Front Office Supervisors and Hosts.
• Consistent Front Office operational performance and service excellence.

Join Our Team

At Hyatt Centric Beale Street Memphis, we believe memorable hospitality starts with thoughtful preparation, genuine connections, and exceptional execution.

We are looking for a leader who can inspire our colleagues, anticipate our guests' needs, and turn everyday interactions into extraordinary experiences.

If you are passionate about hospitality and ready to make a meaningful impact on the guest experience, we invite you to join our team.