Guest Experience Manager

About the Role

The Ritz-Carlton is seeking a Guest Experience Manager to support resort operations by serving as Manager on Duty, driving Owner and Guest Relations, and analyzing key metrics to enhance overall guest satisfaction. This full-time role involves monitoring daily guest feedback, identifying customer experience trends, and communicating these insights to resort leadership. The Guest Experience Manager will engage all departments to ensure plans are in place to meet the needs and expectations of Owners and Guests, acting as a Service Champion for the resort.

Key Responsibilities

• Manage the Guest Relations function, partnering with the General Manager, leadership team, and managers to address and resolve guest issues while guests are in-house.
• Assist the GM and Director of Operations in resolving guest issues received through various channels, including correspondence, Owner Services, Guest Satisfaction Surveys, and Customer Relations.
• Follow up with guests who expressed concerns to ensure complete satisfaction, compose response letters, and track issues in appropriate systems.
• Perform daily resort inspections of common areas, amenities, outlets, and guest units, documenting conditions and sharing with leadership.
• Coordinate Manager on Duty efforts to ensure proper resort coverage across all shifts throughout the week.
• Monitor daily guest feedback results and identify trends in customer experiences from internal and external survey data, guest correspondence, and direct interactions.
• Communicate data trends to resort leaders and develop action plans to address guest relations issues, monitoring departmental progress.
• Actively participate in resort initiatives to reduce guest problems and improve problem resolution.
• Review staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Review all awarded Guest Compensation to mitigate financial exposure.
• Engage all departments to ensure plans are current and meet Owner and Guest expectations.
• Improve service by communicating with associates, providing guidance, feedback, and coaching.
• Display leadership in guest hospitality, exemplify excellent customer service, and foster a positive atmosphere.
• Respond to and handle guest problems and complaints, observing employee service behaviors and providing feedback.
• Identify developmental needs of others and coach them to improve knowledge or skills.
• Provide guidance and direction to subordinates, setting performance standards and monitoring performance.
• Assist in interviewing and hiring employee team members as needed.
• Utilize interpersonal and communication skills to lead and influence others, advocating sound financial decisions, demonstrating honesty, and leading by example.
• Encourage mutual trust, respect, and cooperation among team members.
• Supervise and manage select employees, establishing collaborative relationships.
• Communicate performance expectations and monitor progress, recognizing team member contributions.
• Facilitate various training activities, including Service Excellence and New Hire Orientation.
• Develop and manage the resort’s Pre-arrival call process consistent with company expectations.
• Perform special projects as designated by the General Manager and/or Director of Operations.
• Review planned projects to determine potential impact on guest experience and develop mitigation plans.
• Inform executives, peers, and subordinates on relevant guest relations information in a timely manner.
• Identify and analyze guest relations challenges, facilitating solutions to prevent reoccurrence.

Qualifications and Experience

• 0-1 years of experience in a relevant role.
• Ability to analyze key metrics and identify trends in customer experiences.
• Strong interpersonal and communication skills for leading, influencing, and encouraging team members.
• Demonstrated leadership in guest hospitality and excellent customer service.
• Commitment to upholding The Ritz-Carlton "Gold Standards" and Marriott International's values.

Work Environment and Culture

The Ritz-Carlton, part of Marriott International, is dedicated to being an equal opportunity employer that values and celebrates the unique backgrounds of its associates. The company fosters an environment where creativity, thoughtfulness, and compassion are empowered, setting the standard for luxury service worldwide. This role offers the chance to be part of a global team that prides itself on delivering excellence in guest care and comfort.