Guest Experience Manager (Marietta)

Company Highlights:

The Bright Hotel is reimagining hotel operations by leveraging a tech-forward approach to the guest experience. Our goal is to personalize the stay for each guest driving stellar satisfaction rates. We are currently building out a portfolio of hotels focused on health and wellness called Vitality Hotels. 

Perks:

• 100% company-paid premium for employee-only coverage on select Medical, Dental, and Vision Insurance plans
• 401K program with up to a 4% match and full vesting from day one
• Generous Paid Time Off – 2 weeks annually to recharge and relax
• Flexible Spending Account (FSA) & Health Savings Account (HSA) options for added financial flexibility
• Voluntary Life Insurance to provide additional coverage for you and your loved ones

Purpose of the Role:

We are looking for an innovative, guest-focused Guest Experience Manager who is passionate about delivering exceptional hospitality and leveraging technology to enhance service delivery. The ideal candidate is tech-savvy, proactive, and thrives in a fast-paced environment while leading a dynamic team to provide top-tier Guest Experiences.

The Guest Experience Manager will oversee all aspects of guest interaction before, during, and after a guest’s stay. This hands-on role focuses on enhancing guest satisfaction, streamlining operations through innovative tech solutions, and leading a team to ensure seamless communication and service excellence across all channels. You will play a critical role in optimizing guest touch-points, utilizing tools such as PMS, OTA messaging, and digital check-in platforms while continuously identifying opportunities to improve and personalize the guest journey.

Responsibilities:

Guest Experience Leadership

• Serve as the primary point of contact for guests, ensuring a welcoming, personalized, and efficient experience at every touchpoint.
• Lead and inspire the Guest Experience team to consistently deliver exceptional service, both on-site and virtually.
• Develop and implement creative strategies to enhance guest engagement and loyalty through technology and personal touches.
• Monitor guest satisfaction scores and reviews, taking proactive steps to address feedback and continuously improve service.
• Establish and maintain strong relationships with VIP guests, offering tailored services and perks to encourage loyalty.

Operational Excellence

• Oversee digital guest communications, including PMS, OTAs (Booking, Expedia, Airbnb), and messaging platforms, ensuring timely and professional responses.
• Work closely with housekeeping and maintenance teams to coordinate guest requests and ensure rooms meet the highest standards.
• Implement best practices for online check-ins, digital key issuance, and troubleshooting guest-facing tech issues.
• Collaborate with the Virtual Guest Experience Team to ensure seamless coordination of remote and on-site services.
• Continuously assess operational processes and recommend tech-driven improvements to enhance efficiency.

Team Development & Leadership

• Train, mentor, and develop Guest Experience Associates to uphold brand standards and embrace technological tools to streamline workflows.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.
• Ensure the team is equipped with the necessary tools and training to optimize guest interactions and operations.
• Conduct regular performance reviews and provide feedback to support professional growth and team cohesion.

Technology & Innovation

• Leverage the latest technology to improve operational efficiency and guest engagement (e.g., mobile check-ins, AI-powered guest support, smart room features).
• Work with internal IT and operations teams to troubleshoot and enhance tech solutions for