Guest Experience Manager

Starwood Hotels is a premier luxury hotel brand management company dedicated to delivering exceptional experiences rooted in respect for nature and sustainability. Founded in 2006 by Barry Sternlicht and aligned with Starwood Capital Group, the company embodies a mission-driven approach centered on preserving the beauty of the world while providing top-tier hospitality. Known for its eco-conscious design, sustainable architecture, and extraordinary comfort, Starwood Hotels caters to travelers who appreciate luxury combined with a commitment to environmental stewardship. The brand fosters a culture of collaboration, inclusivity, and stellar service among its team members and leaders, emphasizing respect for both guests and nature. This ethos ensures that every guest experience feels personalized, thoughtful, and seamlessly executed across all operational aspects of the hotel.

The opportunity to join Starwood Hotels as a Guest Experience Manager invites individuals who thrive in dynamic and guest-focused environments to lead and inspire a dedicated service team. This role is pivotal in maintaining the hotel's reputation as a luxury lifestyle destination inspired by nature. As a Guest Experience Manager, you will interact closely with guests from varied backgrounds, addressing their needs with warmth and professionalism. Your leadership will influence how the team delivers hospitality, setting an example through your actions and communication skills. The position requires collaboration with all operational departments to maximize guest engagement and create memorable, guest-centric experiences that exceed expectations.

In this capacity, you will serve as the hotel's ambassador for VIPs, long-stay guests, celebrities, and special attention clients, ensuring each guest feels uniquely valued. Your responsibilities include proactive communication with guests prior to arrival to understand their preferences and customize their stay accordingly. You will coordinate special pre-arrival requests and amenities, facilitate seamless check-ins, and maintain continuous communication with operational teams to guarantee flawless service. Monitoring guest feedback and satisfaction metrics will be integral to identifying improvement areas, managing post-stay communications, and responding swiftly to guest concerns or opportunities to enhance their experience.

The role offers a competitive salary range of $75,000 to $85,000 and demands a passionate professional with at least two years of related experience in luxury hotel operations. Ideal candidates will possess excellent verbal and written communication skills and demonstrate flexibility to meet the demands of a 24-hour operational setting. Experience in a quality luxury hotel brand is essential, as is a commitment to upholding Starwood Hotels' standards of excellence, sustainability, and guest care. Joining Starwood Hotels means becoming part of a team that not only delivers amazing hospitality but also makes a meaningful impact on the environment and the communities it serves.