Guest Experience Manager

Position summary

The Guest Experience Manager helps define how people experience LSO Media Group's hospitality services from their first inquiry through follow-up. Reporting to the Hospitality Operations Manager, you will develop guest communication, service standards and practical ways to resolve concerns. Your initial assignments will support the division's approved services and readiness work, with the guest journey adapted to the business model selected.

You will work closely with reservations, operations and events colleagues to make service information understandable and ensure requests reach the right owner. The role combines thoughtful service design with hands-on follow-through. It requires listening carefully, handling difficult conversations with discretion and translating recurring feedback into operational changes that teams can sustain.

Responsibilities

• Map the guest journey for assigned services and identify confusing information, delays and weak handoffs.
• Develop communication templates and service standards for inquiries, confirmations, arrival or participation, and follow-up.
• Establish a clear process for handling guest concerns, including response ownership and escalation boundaries.
• Coordinate accessibility and accommodation requests with responsible operators, confirming arrangements without making unsupported promises.
• Train colleagues on service expectations, respectful communication and the handling of sensitive guest information.
• Maintain feedback and complaint records with appropriate access and identify recurring themes for operational review.
• Recommend service-recovery actions within approved authority and document commitments through completion.
• Work with reservations and events teams to check that public descriptions accurately reflect the experience being offered.

Required qualifications

• Experience in hospitality guest services, customer experience or service management, typically four or more years.
• Demonstrated ability to handle complaints calmly and coordinate a practical resolution across teams.
• Strong written communication and the ability to turn service expectations into clear procedures and training.
• Careful handling of personal information and sound judgment about escalation.
• Ability to interpret guest feedback and recommend specific, achievable service improvements.

Preferred qualifications

• Experience developing a guest-service program for a new or changing operation.
• Experience supporting guests with varied access, communication or service needs.
• Familiarity with reservation, customer relationship or guest-feedback systems.

Measures of success

• Guests receive accurate information and know where to seek help.
• Service concerns have clear owners, timely follow-up and recorded outcomes.
• Recurring guest feedback leads to practical changes in service delivery.

First 90 days

Review the first assigned guest journey with operations and reservations colleagues. Draft the communication and service-recovery process, agree escalation responsibilities and test the process using realistic scenarios. Establish a feedback log, prepare concise staff guidance and identify the most useful initial improvements before services or guest volumes expand.

Compensation

Proposed annual base salary of $65,000–$90,000 USD. The final offer will reflect relevant experience, qualifications and the agreed scope of the position, subject to approval. This range covers base pay only; any incentive compensation or benefits would be specified separately in an employment offer.

What to include in your application

Describe a difficult guest-service issue you resolved and an improvement you made after reviewing repeated feedback. Remove identifying guest information from your examples.