Job Overview
Benefits
Flexible Paid Time Off
Medical insurance
Dental Insurance
Vision Insurance
Parental leave
Pet insurance
Company-matched 401(k)
Job Description
The Joseph is an embodiment of modern luxury set in the vibrant heart of Nashville. This refined hotel seamlessly blends artistic expression, cultural richness, and genuine hospitality to offer guests a unique and elevated experience. Steeped in thoughtful design, The Joseph showcases curated art collections and immersive dining options, creating a sophisticated yet welcoming atmosphere. Each corner of the property, from serene guestrooms to intimate gathering spaces, has been meticulously designed to reflect the essence of Nashville with a refined touch. The Joseph is not just a place to stay; it is a destination that offers an escape rooted in comfort, elegance, and authenticity, making every guest's visit memorable and meaningful.
The role of Guest Experience Manager at The Joseph is pivotal in maintaining the hotel’s reputation for luxury and personalized service. This position is designed for a dynamic and guest-focused leader who will serve as the ambassador of the guest experience, ensuring every interaction reflects the hotel's high standards. The Guest Experience Manager is responsible for curating exceptional personalized experiences and acting as the primary point of contact for VIP guests, repeat visitors, and special requests. This role requires anticipation of guest needs and executing memorable on-property experiences that align with The Joseph brand values.
In this leadership position, the Guest Experience Manager bridges operations with service culture and guest engagement, ensuring a seamless journey for guests from arrival to departure. They are charged with championing a culture of elevated service across all departments, mentoring team members on luxury service standards, and fostering collaboration among front office, housekeeping, food and beverage, and concierge teams. The role demands a solutions-driven mindset to handle guest concerns promptly and professionally while managing guest profiles and preferences through CRM systems.
The ideal candidate will have 3 to 5 plus years of experience in luxury hospitality, guest relations, or front office leadership, along with a passion for delivering exceptional, personalized experiences. Strong interpersonal and communication skills, professionalism, and adeptness at managing multiple priorities in fast-paced environments are essential. Knowledge or appreciation of the Nashville market adds value to the role. As part of Makeready, The Joseph offers a comprehensive benefits package that supports team members beyond the workplace with flexible paid time off, medical, dental, vision coverage, parental leave, and more. The company embraces diversity and inclusion as foundational principles, ensuring every team member can thrive and succeed based on their unique capabilities and performance.
The role of Guest Experience Manager at The Joseph is pivotal in maintaining the hotel’s reputation for luxury and personalized service. This position is designed for a dynamic and guest-focused leader who will serve as the ambassador of the guest experience, ensuring every interaction reflects the hotel's high standards. The Guest Experience Manager is responsible for curating exceptional personalized experiences and acting as the primary point of contact for VIP guests, repeat visitors, and special requests. This role requires anticipation of guest needs and executing memorable on-property experiences that align with The Joseph brand values.
In this leadership position, the Guest Experience Manager bridges operations with service culture and guest engagement, ensuring a seamless journey for guests from arrival to departure. They are charged with championing a culture of elevated service across all departments, mentoring team members on luxury service standards, and fostering collaboration among front office, housekeeping, food and beverage, and concierge teams. The role demands a solutions-driven mindset to handle guest concerns promptly and professionally while managing guest profiles and preferences through CRM systems.
The ideal candidate will have 3 to 5 plus years of experience in luxury hospitality, guest relations, or front office leadership, along with a passion for delivering exceptional, personalized experiences. Strong interpersonal and communication skills, professionalism, and adeptness at managing multiple priorities in fast-paced environments are essential. Knowledge or appreciation of the Nashville market adds value to the role. As part of Makeready, The Joseph offers a comprehensive benefits package that supports team members beyond the workplace with flexible paid time off, medical, dental, vision coverage, parental leave, and more. The company embraces diversity and inclusion as foundational principles, ensuring every team member can thrive and succeed based on their unique capabilities and performance.
Job Requirements
- 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
- 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
- knowledge or appreciation of the Nashville market
Job Qualifications
- 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
Job Duties
- 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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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