Hotel Guest Experience Manager

Quality Hospitality, a division of Quality Oil, is preparing for the opening of The Oberlin Hotel in Raleigh, NC - a luxurious Hilton Curio property in the Village District with a rooftop restaurant, panoramic views of Downtown Raleigh and outdoor entertainment space. We’re seeking an accomplished Guest Experience Manager to lead our front office team to provide personalized and unforgettable experiences for every guest, ensuring guests feel valued and cared for throughout their stay.The Guest Experience Manager serves as the primary Guest Service Champion for the hotel, with a strong leadership presence during peak guest interaction hours – primarily evenings. This role is responsible for owning the guest arrival, stay, and departure experience, while leading, coaching, and holding the Front Desk team accountable to exceptional service standards. The primary goal of this role is to provide personalized and unforgettable experiences for every guest to ensure guests feel valued and cared for throughout their stay.ResponsibilitiesGuest Experience LeadershipAct as the visible service leader during high-impact guest interaction periods, especially eveningsChampion a warm, professional, and consistent guest experience from arrival through departurePersonally engage with guests to resolve concerns, recover service issues, and turn challenges into service opportunitiesMonitor and actively respond to guest feedback, satisfaction scores, and real-time service trendsDesign and deliver memorable moments such as providing special amenities, celebrations and unique touchesEnsure Front Desk interactions consistently align with brand standards, service culture, and Quality Hospitality expectationsFront Desk Team Leadership & DevelopmentLead, train, coach, and mentor Front Desk team members with strong focus on service behaviors and guest engagementSet clear service expectations and hold team members accountable through real-time feedback and coachingConduct regular Front Office meetings that reinforce service culture and Quality Hospitality standardsPromote teamwork, professionalism, and an “Unreasonable Hospitality” mindset across all shiftsServe as a role model by working shifts alongside the team and demonstrating service excellence in actionScheduling & Shift CoveragePrepare and manage Front Office schedules in a timely and effective mannerServe as a hands-on leader who regularly covers desk shifts, primarily eveningsMaintain flexibility to cover Night Audit, first shift, or second shift when call-outs or operational needs ariseEnsure proper coverage during peak periods, group arrivals, and special eventsFront Office Operations & StandardsOversee daily Front Office operations to ensure compliance with brand, company, and audit standardsMaintain accurate room inventory and ensure proper coordination with Housekeeping regarding room status and availabilityEnsure proper completion of shift work, cash handling, drawer balancing, and daily logsMaintain Front Office audit readiness and documentation standardsCollaborate with other departments to ensure seamless service and to coordinate personalized elementsGuest Services & Desk OperationsGreet and assist guests, vendors, and clients in a professional and welcoming mannerManage the flow of guests, vendors, and deliveries through the Front OfficeProvide accurate information regarding hotel services, amenities, policies, and the local areaHandle reservations, room assignments, check-ins, and check-outsAnticipate guest needs, listen actively and respond effectively to guest requests and complaintsField incoming communications in a timely manner and ensure routing to the correct partySupport Hilton Honors Rewards program enrollment and retention effortsFinancial & Administrative SupportMonitor and open accounts to support timely financial collectionReview and assist with payment and collections for group master accounts as neededProcess guest payments and review guest accounts for accuracySupport purchasing, monitoring, and control of Front Office, market and inventorySafety & SecurityMonitor and maintain property security standards during assigned shiftsEnsure guest and team member safety through awareness, reporting, and proper protocol executionQualificationsPrior supervisory experience is preferredPrior hospitality experience is strongly preferredStrong initiative and work ethicPunctual, reliable, and regular attendanceStrong attention to detailCustomer-service orientedStrong multitasking and organizational skillsAbility to work in a fast-paced environmentExcellent communication skills – both verbal and writtenExcellent interpersonal skillsExcellent time and project management skillsMust be able to lift and carry up to 25lbs. Must be able to stand, sit, stoop, bend, twist, and reach frequently.Valid driver’s license and Department of Motor Vehicles ReportMust have and maintain a valid driver’s license and meet the required criteria for driving a company vehicleOberlin Hotel- Raleigh NC – A Story Meant To Be Told