Guest Experience Manager

Position Title\: Guest Experience Manager
Reports To\: Assistant Director of Rooms
Department\: Rooms Division – Front Office
Location\: Grand Hyatt Baha Mar, Nassau, The Bahamas

At Grand Hyatt Baha Mar, exceptional guest experiences are at the heart of everything we do. We are seeking a passionate, service-driven, and inspiring Guest Experience Manager to lead the delivery of personalized hospitality experiences that create lasting memories for our guests.

The Guest Experience Manager is responsible for overseeing the Guest Experience team and driving initiatives that elevate guest satisfaction, loyalty, and engagement throughout the entire guest journey, from arrival through departure. This leader serves as a champion of service excellence, guest recovery, World of Hyatt engagement, VIP recognition, and personalized experiences while ensuring alignment with Hyatt brand standards and resort objectives.

This role is ideal for a hospitality professional who thrives on building relationships, empowering teams, resolving challenges, and creating unforgettable experiences for guests from around the world.

Responsibilities

• Supports the Assistant Director of Rooms in the leadership and successful operation of the Guest Experience function.
• Leads and develops the Guest Experience team to deliver exceptional hospitality and memorable guest interactions.
• Promotes Hyatt's culture of care, service excellence, and personalized hospitality.
• Creates an environment that encourages collaboration, innovation, accountability, and continuous improvement.
• Maintains a visible presence throughout the resort and serves as an ambassador for the Grand Hyatt Baha Mar guest experience.
• Partners with operational departments to ensure service consistency across all guest touchpoints.
• Performs related duties, projects, and assignments as assigned.

Guest Experience Leadership

• Oversees the daily operation of the Guest Experience team and ensures the delivery of exceptional service standards.
• Leads by example and serves as a role model for hospitality excellence, professionalism, and guest engagement.
• Creates an environment where colleagues are empowered to exceed guest expectations.
• Maintains a strong presence in guest-facing areas to proactively engage with guests and identify opportunities to enhance experiences.
• Drives initiatives that elevate guest satisfaction, loyalty, and emotional connection to the Hyatt brand.

VIP & Guest Journey Management

• Ensures seamless arrivals, memorable stays, and efficient departures for all guests, with a particular focus on VIP, elite-tier, long-stay, and repeat guests.
• Oversees guest recognition programs and ensures guest preferences are acknowledged and personalized.
• Reviews guest profiles, preferences, and stay history to create tailored experiences.
• Acts as the primary point of contact for escalated guest concerns and service recovery situations.
• Ensures guests requiring special attention receive timely follow-up and personalized support during their stay.
• Builds meaningful relationships that encourage guest loyalty, repeat visitation, and direct bookings.

Guest Satisfaction & Loyalty

• Champions Hyatt guest satisfaction initiatives and supports achievement of guest experience goals and key performance indicators.
• Drives focus on guest satisfaction metrics, loyalty enrollment, Medallia feedback, and customer experience results.
• Reviews guest feedback daily and develops action plans to address opportunities and celebrate successes.
• Works collaboratively with operational departments to improve service delivery and guest outcomes.
• Monitors trends and guest feedback to identify opportunities for continuous improvement.
• Supports strategies that drive World of Hyatt enrollment and guest engagement.

Service Recovery & Problem Resolution

• Responds promptly and professionally to guest concerns, complaints, and service-related issues.
• Leads service recovery efforts and ensures appropriate follow-up and resolution.
• Coaches colleagues on effective guest recovery techniques and communication skills.
• Develops solutions that balance guest satisfaction with business needs.
• Maintains detailed records of guest concerns and recovery efforts as required.

Operational Excellence

• Ensures consistent execution of Hyatt brand standards and guest experience initiatives.
• Works closely with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless service delivery.
• Acts as a bridge between departments to support efficient communication and collaborative problem-solving.
• Conducts daily briefings and communicates key guest experience priorities to colleagues.
• Monitors operational performance and recommends improvements that enhance the guest journey.

Leadership & Team Development

• Recruits, develops, coaches, and inspires a high-performing Guest Experience team.
• Provides regular feedback, guidance, and mentoring to colleagues and supervisors.
• Conducts performance discussions and supports talent-development initiatives. Identifies training needs and supports ongoing development programs.
• Promotes colleague engagement and recognition programs that foster a positive workplace culture.
• Encourages innovation, creativity, and ownership among team members.

Communication & Collaboration

• Maintains strong working relationships across all hotel departments to support operational success.
• Participates in leadership meetings, operational reviews, and business discussions.
• Provides relevant guest experience updates and performance insights to leadership.
• Ensures timely communication of VIP arrivals, guest concerns, service opportunities, and operational priorities.
• Supports a "One Team" culture across the resort.

Financial & Administrative Responsibilities

• Assists with payroll administration and workforce management responsibilities.
• Supports departmental productivity and labor-management initiatives.
• Monitors guest experience-related expenses and service recovery costs.
• Prepares monthly reports, analyzes results, and provides recommendations to leadership.
• Tracks and reports on guest satisfaction performance metrics and department achievements.

Education & Experience

• Bachelor's Degree in Hospitality Management, Business Administration, Tourism, or a related field preferred.
• Minimum of three (3) to five (5) years of progressive leadership experience within Front Office, Guest Relations, Luxury Hospitality, or a related guest-facing environment.
• Previous experience leading teams and managing guest service operations strongly preferred.
• Luxury hotel or resort experience highly desirable.

Knowledge & Skills

• Exceptional guest service and relationship-building skills.
• Strong leadership, coaching, and team-development abilities.
• Excellent verbal and written communication skills.
• Strong conflict-resolution and service-recovery capabilities.
• Ability to make sound decisions in a fast-paced environment.
• Strong organizational, planning, and time-management skills. Knowledge of World of Hyatt, guest satisfaction programs, and hospitality service standards preferred.
• Proficiency in Microsoft Office and hotel management systems.
• Ability to analyze guest feedback and operational information to drive improvements.
• High level of emotional intelligence, professionalism, and attention to detail.

Core Leadership Competencies

• Guest Experience Leadership
• Service Excellence
• Relationship Building
• Coaching & Development
• Communication
• Emotional Intelligence
• Problem Solving
• Adaptability
• Decision Making
• Collaboration
• Accountability
• Results Orientation

Physical aspects of the position include, but are not limited to\:

• Frequent standing, walking, and movement throughout the resort.
• Ability to maintain a visible and active presence in guest-facing areas.
• Ability to work flexible schedules, including evenings, weekends, holidays, and peak demand periods.
• Occasional bending, reaching, carrying, and lifting associated with operational support.
• Ability to respond promptly to guest and operational needs throughout the property.