Guest Experience Manager

Résumé du poste

The Guest Experience Manager oversees daily hotel operations to ensure exceptional service and effective resolution of guest concerns. They collaborate across departments to maintain brand standards while leading, coaching, and supporting the hotel team.

Détails du poste

OUR STORY At the Dorian, Autograph Collection and Courtyard by Marriott Calgary Downtown our associates ensure that every guest experience is a masterpiece, blending impeccable service with whimsical intrigue. Our associates are focused on providing our guests with the best stay possible, to help them pursue their passions through travel. Together we have two unique experiences, with one address, and one team of hospitality professionals dedicated to being the best in everything we do. OUR ROLE We are seeking an engaging, approachable and service-oriented Guest Experience Manager responsible for overseeing the day-to-day operations of the hotel to ensure exceptional guest service and smooth operational functioning. You will act as the hotel’s primary point of contact for guest concerns and ensure swift and effective resolution of issues. This role requires collaboration with all departments, including Front Office, Housekeeping, Food & Beverage, and Engineering, to maintain Marriott’s Brand Standards and deliver outstanding customer experiences. As a Concord Leader you will be responsible to: · Inspire greatness in your team. · Encourage and support team members to reach their full potential. · Create a work environment that is a Great Place to Work for all. · Lead with integrity, transparency, respect, and professionalism. · Care for your team and their families. Key accountabilities include: Consistently provide the highest quality of service to our guests and associates alike, setting a shining example for our team. Act as the primary point of contact for escalated guest concerns. Handle guest complaints and service recovery situations professionally. Oversee daily hotel operations, ensuring coordination between Front Office, Housekeeping, F&B, Valet, Engineering, and AYS. Monitor check-in and check-out flow to ensure efficiency and brand compliance. Conduct internal audits to ensure department is BSA compliant. Conduct regular hotel walkthroughs focusing on cleanliness, safety, and service standards. Complete and monitor Front Desk scheduling based on forecasted occupancy. Review daily (plus 3) to ensure staffing levels are appropriate for hotel operations. Prepare detailed shift reports and communicate key updates to senior leadership and external departments. Supervise and support front-line teams, providing guidance during operational challenges. Assist with training and onboarding across departments as needed. Provide coaching and counseling when performance or conduct issues arise. Support Front Desk, Valet, Concierge, and AYS teams during high-demand periods. Conduct annual performance reviews, providing constructive feedback and career development guidance. Take charge during emergencies (fire alarms, medical incidents, security issues). Ensure compliance with hotel policies, health and safety regulations, and emergency procedures. Your story: A seasoned professional with a minimum of two years of experience in a Front Office Supervisor or Duty Manager role. A Hospitality program graduate or degree holder. Someone with an outstanding work ethic, along with a track record of reliability, punctuality and an approachable demeanor, with a strong commitment to safety. Someone who has solid leadership skills, adept at training, coaching and motivating a team. An exceptional problem-solver, knowing how to troubleshoot and resolve situations efficiently. Agile, able to shift priorities as needed, including handling guest or associate situations that may occur outside of typical work hours, covering shifts as necessary. Excellent working knowledge of PMS systems. Able to work well under pressure and enjoy a fast-paced environment. An excellent communicator who values teamwork and collaboration. Able to combine strategic planning and day-to-day management. Physically able to stand, sit, walk, push, pull, crouch, and lift or carry objects up to 40 pounds or more. Benefits * Competitive wages * Medical, dental, and vision insurance * Life insurance and short/long-term disability options * Tuition assistance * Discounted room rates at Concord-managed hotels * Training, development, and career advancement opportunities Why Join Concord? At Concord Hospitality, we invest in our associates through training and development at all levels. Our “Associate First” culture supports growth, balance, and diversity. Built on five cornerstones—Quality, Integrity, Community, Profitability, and FUN!—our associates proudly cheer: “We Are Concord!” We are an equal opportunity employer committed to diversity and inclusion and strive to be a Great Place to Work for All.

Ce que vous ferez

The Guest Experience Manager oversees daily hotel operations to ensure exceptional service and effective resolution of guest concerns. They collaborate across departments to maintain brand standards while leading, coaching, and supporting the hotel team.

Exigences

Candidates must have at least two years of experience in a Front Office Supervisor or Duty Manager role. A degree or diploma in a hospitality program is required, along with strong leadership and problem-solving skills.

Avantages

• Competitive wages • Medical insurance • Dental insurance • Vision insurance • Life insurance • Short-term disability • Long-term disability • Tuition assistance • Discounted room rates • Training and development

Compétences indiquées

• Résolution de problèmes · Souhaitée
• Training · Souhaitée
• Operations Management · Souhaitée
• Safety Compliance · Souhaitée
• Communication · Souhaitée
• Coaching · Souhaitée
• Team Leadership · Souhaitée
• Conflict Resolution · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Guest service
• Operations management
• Team leadership
• Problem solving
• Conflict resolution
• Staff scheduling
• Performance management
• Coaching
• Training
• Emergency response
• Communication
• Strategic planning
• PMS systems
• Auditing
• Safety compliance
• Hotel Operations
• Professionalism
• Constructive Feedback
• Strong Work Ethic
• Service Standards
• Brand Compliance
• Health and Safety Regulatory Compliance
• Agile Methodology
• Management
• Strategic Planning
• Housekeeping
• Cleanliness
• Customer Service
• Training And Development
• Emergency Procedures
• Fire Alarm Systems
• Front Office
• Leadership
• Problem Solving
• Employee Onboarding
• Operations
• Performance Review
• Punctuality
• Service Recovery
• Troubleshooting (Problem Solving)
• Scheduling
• Coordinating
• Collections
• Reliability
• Customer Complaint Resolution
• Teamwork

Domaines d’emploi

• Hospitality
• Management & Leadership
• Customer Service & Support
• Administrative
• Guest Experience Manager
• Hotel Manager
• Hotel Managers
• Lodging Managers