Manager of Guest Experience

Job Description Job Description

Manager of Guest Experience

We're looking for a Manager of Guest Experience who is passionate about hospitality, thrives in a dynamic environment, and is excited to elevate every guest touchpoint. Hospitality is more than a service function - it's a reflection of who we are and how we make people feel.

In this role, you will own the strategy, standards, and daily excellence of hospitality operations, ensuring that every guest - from first-time visitors to executive leaders - experiences Integrity's culture, care, and attention to detail. You will lead and develop the hospitality team, establish consistent service standards, and partner cross-functionally to ensure hospitality supports business priorities, culture moments, and high-profile engagements.

This role balances hands-on leadership with operational and strategic ownership, setting the tone for hospitality excellence across all guest touchpoints.

Call Notes:

1. Description
   • Manage guest experience team; front desk operations; front-facing for board and high-level CEO meetings; require professionalism plus engaging personality
2. Q: What level of VIP interaction is expected?
   • Daily interaction with C-suite and VIP guests; example level includes CEOs of major corporations (e.g., JPMorgan Chase).
3. Q: How should resumes present experience for CEO review?
   • A: Luxury high-touch experience must be front and center, ideally as most recent roles; resume should immediately convey luxury brand names and VIP handling.

TYPES OF PROFILES REQUIRED:

• Luxury, high-touch hospitality experience; comfortable interacting daily with C-suite and VIPs
• Front-facing role for board meetings and high-level CEO meetings; ability to carry conversations with VIP guests
• Luxury high-touch hospitality (Ritz-Carlton, Omni, etc.) or luxury retail (Louis Vuitton, Gucci, etc.) client services/assistant manager profiles
• Luxury hotel front desk coordinator with experience setting up events for VIP guests; Luxury hospitality front desk/VIP hosting

Responsibilities:

• Hospitality Strategy & Experience Ownership
  • Define and continuously elevate Integrity's hospitality and guest experience standards.
  • Own the end-to-end guest journey, ensuring experiences are welcoming, seamless, and consistent.
  • Serve as the escalation point for complex or high-visibility hospitality needs.
  • Partner with Culture, Events, Facilities, and Executive teams to align hospitality with broader initiatives.
• Executive & High- Profile Guest Experience
  • Oversee and support VIP, executive-level, and "red carpet" meetings including Board sessions and MBRs.
  • Ensure elevated logistics for high-impact engagements (room preparation, catering flow, gifting, parting moments).
  • Coach the team on anticipatory service and white-glove hospitality expectations.
• Operational Management & Readiness
  • Own daily hospitality operations including meeting space readiness, supply standards, and service coverage.
  • Oversee catering operations, vendor partnerships, and ordering cadence.
  • Build scalable processes that allow hospitality excellence to function consistently.
  • Ensure alignment with safety, security, and reception protocols.
• People Leadership & Team Development
  • Lead, coach, and develop the hospitality and guest experience team.
  • Set clear expectations around service standards, professionalism, and accountability.
  • Own onboarding and training for hospitality team members, reinforcing culture and experience expectations.
  • Provide ongoing feedback, performance development, and recognition.
  • Act as a point of leadership visibility for the team, modeling hospitality behaviors daily.
• Process, Governance, & Continuous Improvement
  • Establish standard operating procedures for hospitality workflows.
  • Identify opportunities to improve efficiency, guest satisfaction, and cost stewardship.
  • Track trends, feedback, and operational insights to inform future enhancements.
  • Ensure hospitality practices are scalable, sustainable, and aligned with organizational growth.

Experience and Skills:

• 2-4+ years of experience in hospitality, guest services, or experience-focused roles (corporate, luxury, events, or tourism preferred).
• Demonstrated experience leading or coaching teams in a service-oriented environment.
• Strong executive presence with a guest-first, solutions-oriented mindset.
• Exceptional communication, judgment, and attention to detail.
• Ability to balance hands-on execution with strategic thinking and process ownership.
• Comfortable operating in fast-paced environments requiring flexibility and discretion.
• Experience supporting executive or high-profile engagements preferred.

MUST HAVES:

• Luxury high-touch hospitality/hotels (Ritz-Carlton, Hotel Swexan, etc.) or luxury high-touch retail (Louis Vuitton, Gucci, etc.) client services/assistant manager profiles
• Experience setting up events and/or board meetings for VIP guests and/or C-Suite
• Daily interaction with C-suite and/or VIP guests; example level includes CEOs of major corporations (e.g., JPMorgan Chase).
• Manage guest experience team; front desk operations; front-facing for board and high-level CEO meetings; require professionalism plus engaging personality
• Front-facing role for board meetings and high-level CEO meetings; ability to carry conversations with VIP guests
• Luxury high-touch experience must be front and center, ideally as most recent roles; resume should immediately convey luxury brand names and VIP handling.

Company Description Whether you seek skilled professionals to complete a critical project, contract talent for short-term requirements or full-time employees to complement your existing team - BravoTECH Staffing can help you to ramp up quickly and get the job done. Company Description Whether you seek skilled professionals to complete a critical project, contract talent for short-term requirements or full-time employees to complement your existing team - BravoTECH Staffing can help you to ramp up quickly and get the job done.