Job Overview
Employment Type
Full-time
Work Schedule
Rotating Shifts
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
Employee wellness programs
Job Description
HHM Hotels is a prestigious hospitality brand recognized for delivering upscale and authentic guest experiences across its diverse portfolio of properties. Known for its commitment to excellence in service, sustainability, and guest satisfaction, HHM Hotels proudly integrates its EarthView program to promote environmentally responsible practices throughout its operations. The company stands at the forefront of the hotel industry by emphasizing quality, innovation, and engagement with both guests and employees. Operating a variety of hotel and resort locations, HHM Hotels cultivates a culture that values hospitality, teamwork, and continuous improvement to ensure every guest's stay is memorable and rewarding.
The role of Guest Experience Manager at HHM Hotels is pivotal in upholding the brand’s exceptional standards. This position requires an individual who can seamlessly blend customer service expertise with strong operational coordination. The Guest Experience Manager acts as a key liaison between guests and hotel teams, including sales, front office, and reservations, ensuring that every interaction supports the overall guest satisfaction strategy. This role involves greeting, registering, and servicing guests with friendliness and professionalism while adhering to sustainability and brand policies. The manager oversees the resolution of guest complaints, manages loyalty programs by delivering personalized amenities, and coordinates VIP guest assignments, enabling a seamless and memorable guest journey. Moreover, the Guest Experience Manager leads efforts to enhance Guest Voice scores through proactive guest engagement and availability during significant hotel events and conferences.
This full-time position demands a dynamic professional capable of managing multiple duties simultaneously, from organizing sustainability-based events to monitoring reservation needs and room blocks for groups and meetings. The role requires a flexible work schedule that includes weekends, holidays, and variable shifts. Physical demands such as standing for extended periods, walking, lifting up to 25 pounds, and other necessary movements are part of the daily responsibilities. As a crucial member of the hotel management team, the Guest Experience Manager represents and embodies the company’s core values: People Are Our Capability, Hearts That Serve, Only Excellence, Stay Nimble, and Own It. Career advancement opportunities exist, with potential progressions to Front Desk Supervisor and Front Office Manager roles. This career path reflects HHM Hotels’ dedication to fostering employee growth through skill development and leadership opportunities.
The role of Guest Experience Manager at HHM Hotels is pivotal in upholding the brand’s exceptional standards. This position requires an individual who can seamlessly blend customer service expertise with strong operational coordination. The Guest Experience Manager acts as a key liaison between guests and hotel teams, including sales, front office, and reservations, ensuring that every interaction supports the overall guest satisfaction strategy. This role involves greeting, registering, and servicing guests with friendliness and professionalism while adhering to sustainability and brand policies. The manager oversees the resolution of guest complaints, manages loyalty programs by delivering personalized amenities, and coordinates VIP guest assignments, enabling a seamless and memorable guest journey. Moreover, the Guest Experience Manager leads efforts to enhance Guest Voice scores through proactive guest engagement and availability during significant hotel events and conferences.
This full-time position demands a dynamic professional capable of managing multiple duties simultaneously, from organizing sustainability-based events to monitoring reservation needs and room blocks for groups and meetings. The role requires a flexible work schedule that includes weekends, holidays, and variable shifts. Physical demands such as standing for extended periods, walking, lifting up to 25 pounds, and other necessary movements are part of the daily responsibilities. As a crucial member of the hotel management team, the Guest Experience Manager represents and embodies the company’s core values: People Are Our Capability, Hearts That Serve, Only Excellence, Stay Nimble, and Own It. Career advancement opportunities exist, with potential progressions to Front Desk Supervisor and Front Office Manager roles. This career path reflects HHM Hotels’ dedication to fostering employee growth through skill development and leadership opportunities.
Job Requirements
- High school diploma or equivalent preferred
- Five years of customer service experience or equivalent training required
- Knowledge of PMS systems preferred
- Ability to work varying schedules including holidays, weekends and alternate shifts
- Physical ability to stand for extended periods, walk, lift up to 25 pounds, bend, reach, stoop, kneel or crouch
- Strong problem-solving skills
- Excellent communication and interpersonal skills
Job Qualifications
- High school diploma or equivalent preferred
- Five years of previous customer service experience or equivalent training required
- Knowledge of PMS systems preferred
- Strong communication and interpersonal skills
- Ability to manage guest complaints effectively
- Experience coordinating with multiple hotel departments
- Familiarity with sustainability programs and practices
Job Duties
- Greet, register and service guests in a friendly and courteous manner according to hotel and brand and sustainability standards
- Manage the resolution process for all guest complaints and service recovery
- Serve as point of contact for escalated complaints
- Manage loyalty program, including delivering amenities to members at arrival
- Serve as point of contact for all groups and meetings
- Communicate with sales, front office and reservations to coordinate and monitor guest room blocks and special reservation needs
- Work to improve Guest Voice scores through establishing good rapport with clients and being readily available for guests during conferences
- Register and assign VIP guests to hotel rooms
- Make and confirm reservations and respond to guest requests in a timely manner
- Be aware of guest satisfaction scores and work toward increasing overall guest satisfaction
- Coordinate multiple events per year that follow sustainability guidelines and EarthView practices
- Practice safe work habits and follow MSDS and OSHA standards
- Ensure overall guest satisfaction
- Perform other duties as requested by management
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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