Guest Experience Manager
Responsible for enhancing the guest journey through personalized service, leadership, and collaboration, requiring strong communication skills and luxury service knowledge.
Skills
About This Role
Overview
We are hiring for a
Guest Experience Manager
who will be the custodian of our guest journey shaping every touchpoint from pre-arrival to post-departure into a seamless, emotionally engaging experience.
This role brings the brand to life through visible leadership, intuitive service, and storytelling, ensuring each guest interaction reflects FAENA s distinct culture, creativity, and sense of place.
By anticipating needs, resolving challenges with grace, and inspiring teams to deliver beyond expectation, the Guest Experience Manager transforms stays into unforgettable moments that drive loyalty, reputation, and return.
Key Responsibilities
- Own and elevate the end-to-end guest journey, ensuring seamless coordination across all departments
- Champion Forbes standards, embedding service excellence and audit readiness across all guest touchpoints
- Personalize experiences for VIPs, repeat guests, and special occasions through anticipation and attention to detail
- Maintain a strong, visible presence in the lobby and public areas, engaging directly with guests during peak times
- Lead guest recognition initiatives, ensuring preferences and profiles are consistently captured and utilized
- Act as the primary escalation point for guest concerns, driving swift, empathetic, and effective service recovery
- Conduct daily walkthroughs and service observations, identifying opportunities to enhance the guest experience
- Inspire and coach front-line teams to deliver intuitive, emotionally engaging service
- Lead daily briefings focused on guest experience priorities and operational alignment
- Collaborate closely with Front Office, Concierge, Butler, Housekeeping, and Engineering teams to ensure seamless delivery
- Oversee guest feedback, analyze trends, and implement continuous improvement initiatives
- Ensure all guest-facing areas reflect brand standards in presentation, ambience, and service flow
- Support operational coverage across Front Office and Butler services when required
- Maintain accurate guest profiles, reports, and documentation across all systems
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