Guest Experience Manager

SUMMARY/OBJECTIVE The Guest Experience Manager is responsible for overseeing the complete guest journey from arrival through departure, ensuring every interaction reflects the PUBLIC standard of hospitality. This role champions exceptional service delivery, leads guest recovery initiatives, maintains brand standards, monitors guest satisfaction, and partners with operational departments to continually enhance the guest experience. The Guest Experience Manager serves as one of the primary faces of the hotel, ensuring consistency, operational excellence, and memorable guest experiences throughout the property. ESSENTIAL JOB FUNCTIONS Be an ambassador for PUBLIC by meeting and exceeding PUBLIC core objectives and values. Own the complete guest journey across all guest touchpoints. Serve as the primary brand ambassador for both guests and team members. Ensure all guest interactions are personal, intuitive, anticipatory, and aligned with PUBLIC service standards. Maintain a consistent presence on the hotel floor, particularly during peak arrival and departure periods. Personally engage with guests to build relationships, recognize preferences, and create memorable experiences. Foster meaningful communication with guests throughout their stay.