Guest Experience Manager

Highgate Hotels is a premier real estate investment and hospitality management company widely recognized as an innovator in the hospitality industry. With a dominant presence in U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, Highgate has rapidly expanded its footprint across Europe, Latin America, and the Caribbean. The company manages a vast portfolio of global properties with an aggregate asset value exceeding $20 billion and generates over $5 billion in cumulative revenues annually. Known for its expertise in guiding hospitality properties through all stages of their lifecycle—from planning and development to recapitalization and disposition—Highgate is a trusted partner for top ownership groups and major hotel brands. Its corporate offices are strategically located in London, New York, Dallas, and Seattle, enabling it to stay connected with key markets and industry trends.

The Guest Experience Manager role at The Crescent Hotel in Fort Worth is a high-impact leadership position pivotal to the delivery of exceptional guest service. This individual oversees Guest Services, Valet, and Front Desk operations to ensure every guest interaction—from arrival to departure—is seamless, elevated, and intentionally crafted. As the face and rhythm of the hotel, the Guest Experience Manager is responsible for driving a culture of service excellence that balances the warmth of hospitality with the discipline of operational efficiency. This leader is charged with maximizing room revenue, productivity, and guest satisfaction by fostering confident and service-minded management teams and creating consistency across all shifts. Collaborating closely with internal departments, the manager ensures that the guest journey flows cohesively throughout the property.

Operating within the framework of Highgate Hotels’ standards and procedures, the Guest Experience Manager handles diverse responsibilities, including responding to guest requests and complaints, motivating and training staff, managing payroll and schedules, and maintaining operational integrity in billing and credit procedures. This position requires strong communication and interpersonal skills to maintain open lines of communication across departments and to uphold the hotel’s luxury brand standards. The manager also manages key operational systems such as the Front Office computer system and the PBX console, ensuring staff adherence to protocols. Emphasis is placed on employee morale, training, and compliance with financial and operational reporting requirements.

Candidates for this role should possess significant experience in hotel operations, particularly within luxury or lifestyle hotel brands where elevated service standards and guest personalization are critical. The role demands a professional and polished presence, ability to multitask in a high-energy environment, and a solutions-oriented mindset to anticipate challenges and implement improvements. The Guest Experience Manager is expected to maintain discretion, uphold confidentiality, and ensure compliance with all Highgate policies and safety regulations. This employment opportunity offers the ability to impact a premier hospitality brand positively while leading a dynamic team focused on delivering exceptional guest experiences.