Guest Experience Manager
Job Description
The Guest Experience Manager is a dynamic, guest-focused leader responsible for curating exceptional, personalized experiences that reflect the hotel’s luxury positioning and elevate every touchpoint of the guest journey.
This role serves as the ambassador of the guest experience, bridging operations, service culture, and guest engagement to ensure every stay is seamless, memorable, and distinctly Joseph.
Requested Tasks:
- Serve as the primary point of contact for VIP guests, repeat visitors, and special requests
- Anticipate guest needs and personalize experiences before, during, and after each stay
- Handle guest concerns with urgency, professionalism, and a solutions-driven mindset
- Create and execute memorable on-property experiences aligned with The Joseph brand
- Champion a culture of intuitive, elevated service across all departments
- Lead by example in delivering warm, engaging, and refined guest interactions
- Train and mentor team members on luxury service standards and guest engagement
- Partner with department leaders to ensure consistency in service delivery
- Collaborate with Front Office, Housekeeping, Food & Beverage, and Concierge teams to ensure seamless guest experiences
- Oversee guest preferences, profiles, and special arrangements through CRM systems
- Support daily operations during peak periods, ensuring service standards are maintained
- Monitor guest feedback channels (Medallia, TripAdvisor, internal surveys, etc.)
- Identify trends and implement strategies to improve guest satisfaction scores
- Drive initiatives that enhance the overall guest journey and brand experience
Requested Capabilities:
- 3–5+ years of experience in luxury hospitality, guest relations, or front office leadership
- Passion for delivering exceptional, personalized guest experiences
- Strong interpersonal and communication skills with a polished, professional presence
- Proven ability to resolve guest concerns with discretion and empathy
- Highly organized with the ability to manage multiple priorities in a fast-paced environment
- Experience with guest service platforms and CRM systems preferred
- Deep knowledge or appreciation of the Nashville market is a plus
As part of Makeready, we offer a benefits experience designed with intention—supporting the full life of our team, not just their time at work. Eligible team members have access to flexible PTO and PTO exchange, comprehensive medical, dental, and vision coverage, parental leave, pet insurance, company-matched dependent care and 401(k), student loan repayment support, and a thoughtful range of additional benefits.
We believe our best work happens when our people feel supported, seen, and set up to thrive—at work and beyond.
Our Guiding Principles are the foundation of how we show up for one another and for our guests. They’re not rules to follow—they’re second nature to us, shaping how we think, act, and build together every day.
Makeready LLC and its affiliated entities are proud to encourage and support an environment where everyone can be a successful team member as their true independent self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance.