Guest Experience Manager

Why us?

Position pay range: $66,000-$70,000 annually

 

Job Close Date: June 18, 2026 or until filled

 

More than a hotel in Denver, The Crawford Hotel is the best place to meet, shop, eat, drink, stay, and work — right above Denver Union Station. Join our team and play a part in illuminating history.

 

Inside this iconic building, memories are made and inspiration blooms. Our team delights in the details, encouraging adventure, and exhibiting magnetic hospitality in every interaction.  

 

Make your mark at the quintessential spot in Denver, a true landmark location. We are loaded with benefits, a team-centric culture, and opportunities to grow your career.  Work where you belong.

 

A Rewarding Experience:

• Complementary RTD EcoPass
• Unlimited paid time off
• Eligible to enroll in medical insurance with employer covering up to 70% of premiums with wellness credit
• Eligible to enroll in dental insurance with employer contribution towards premiums & vision insurance
• Eligible to participate in the Company’s 401(k) program with up to 4% employer match, meeting safe harbor requirements and no vesting period
• Eligible to enroll in Health savings accounts with qualifying medical plans and receive up to $1000 company contribution
• Eligible to enroll in Health, Dependent and Commuter flexible spending accounts
• Company paid Basic Life and AD&D insurance coverage, with option to enroll in additional coverage
• Eligible to purchase Pet Insurance, Accidental Insurance, Critical Insurance and Hospital Indemnity Insurance
• Company-paid short-term disability
• WINFertility guidance for those enrolled in Sage medical plan
• Calm Health Application Subscription
• Tuition Reimbursement of up to $2,000 per calendar year
• Employee Assistance Program
• Great discounts on Hotels, Restaurants, and much more.
• Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.

Job Overview

Oversees and manages the guest experience for arriving, departing and in-house guests and VIP’s as determined by the hotel by ensuring accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns.  Manages and elevates the guest experience through activations and hotel presence within the Parlour. Oversees and manages all aspects of the guest loyalty and VIP program to provide exceptional and personalized experiences for our most loyal guests. Promotes a safe environment and quality services to achieve maximum guest satisfaction and financial success. Report potential problems and opportunities to management with suggestions.   

Responsibilities

• Orchestrates, details, welcomes, develops and coordinates the delivery of VIP amenities.
• Orchestrate the Concierge team to provide a seamless experience for our guests throughout their stay.
• Work closely with the Executive Office to identify areas of improvement in the Guest Experience.
• Champions and improves ranking of our TripAdvisor program.
• Champions our growing Luxury Travel segment by developing relationships with guests & Travel Agencies.
• Helps mitigate late C/O, early C/I issue and ensure guest satisfaction even when pending.
• Fulfill the increasing demand for management presence on weekends to specifically cater to our premium guest.
• Execute last minute High-end Retail clientele, arrivals and departures that meet and exceed expectations.
• Champions the Guest Recovery program and helps develop solutions to reoccurring issues.
• Has presence in our Parlour to assist in guest satisfaction.
• Owns and protects the Presidential and all other suites in order to curate and personalize each stay and evaluate all guests who occupy them.
• Own each VIP guest and be their personal concierge throughout their stay.
• Oversee all aspects of the guest loyalty program to include communicating prior to arrival, personalizing service before/during/after the stay, updating guest profile database, deciding and executing against all profile and special requests.
• Determine and order all supplies and maintain inventory control minimizing unnecessary expenses.
• Provide elevated customer service through pre-arrival engagement with guests of the loyalty programs as well as VIPs (research their preferences and successfully execute against all requests).
• Contact in-house VIPs and high value guests of the loyalty program to gain insight about their stay.
• Follow-up on any complaints or problems a guest may experience in a timely and profession