Job Description

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Guest Experience Manager - Hotel

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Position Overview

The Guest Experience Manager provides strategic leadership and hands-on direction for all Front Desk, Room Reservations, Bell/Valet Services, and Retail operations, ensuring that every guest interaction is seamless, welcoming, and memorable. As a key member of the hotel's leadership team, this position drives service excellence, revenue growth, and team development while safeguarding brand standards, operational efficiency, and workplace safety.



This role operates in a 365-day, 24-hour environment. The schedule will include nights, weekends, and holidays, with the expectation of being on call for urgent operational needs. Primary hours of this position will be evenings.


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Key Responsibilities

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Leadership & Team Development

Lead, motivate, and mentor the Front Desk, Reservations, Bell/Valet, and Retail teams to achieve exceptional service and financial goals. Recruit, train, and conduct regular performance evaluations, fostering a culture of accountability, teamwork, and professional growth. Set and communicate clear objectives and key performance indicators (KPIs) aligned with hotelwide strategic goals. Serve as Manager on Duty (MOD) on a rotating schedule, providing visible leadership and decisionmaking support across departments.

Guest Service & Experience Excellence


Act as the property's primary ambassador for guest relations, personally engaging with VIPs and managing service recovery opportunities. Oversee the design and implementation of guestcentric initiatives, loyalty recognition programs, and specialevent experiences. Maintain a consistent presence in the lobby and public areas--particularly during peak checkin and checkout periods--to monitor service standards and anticipate guest needs. Conduct regular building and room inspections to ensure quality assurance, safety compliance, and maintenance standards are consistently met.
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Operational & Financial Management

Monitor and optimize room inventory, occupancy, ADR, and retail sales in collaboration with Revenue Management. Ensure accurate and efficient operations across property management (PMS) and pointofsale (POS) systems. Provide proactive oversight of guest flow, staffing, and scheduling to ensure efficient coverage across all operational hours.
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Reservations & Revenue Optimization

coordinate with the Reservation Manager to refine reservation processes and inventory control, maximizing yield while reducing oversell and booking discrepancies. Maintain rate and package integrity in collaboration with marketing and revenue management teams. Drive upselling and crossselling opportunities through staff training and performance metrics.
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Bell/Valet & Retail Oversight

Supervise valet parking operations, ensuring prompt service, vehicle safety, and professional guest interactions. Oversee retail operations including merchandising strategy, inventory control, and profitability targets. Partner with maintenance and security teams to ensure a safe and efficient guest experience throughout the property.
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Compliance, Health & Safety

Ensure all operations comply with brand standards, health codes, and local, state, and federal regulations. Uphold safety standards through proactive facility inspections, employee training, and compliance documentation. Collaborate with department heads to promote a culture of safety and continuous improvement for guests and staff.
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Qualifications

Bachelor's degree in Hospitality Management or related field preferred. Minimum of 5 years of progressive hotel management experience, including at least 2 years in a Front Office or Guest Services leadership role. Demonstrated success in driving guest satisfaction, team engagement, and revenue growth. Strong financial acumen and proficiency with PMS/POS systems (e.g., StayNTouch, Toast, or similar). Excellent interpersonal, communication, and conflictresolution skills. Proven ability to manage multiple priorities in a fastpaced, 24/7 hospitality environment.
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Physical & Schedule Requirements

Flexible availability including evenings, weekends, holidays, and oncall coverage. This position may be required to work overnight shifts. Ability to stand and walk for extended periods and lift up to 25 pounds. Presence required during highdemand arrival and departure periods.
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About Burke Mountain Resort

We depend on our employees to create great experiences for our guests. That's why we work to create an environment that is focused on integrity, excellence, and exceptional service. We are growing and offer exceptional opportunities for skilled employees who are dedicated to the best service and teamwork.