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PM Guest Experience Manager

PM Guest Experience Manager

Job Description

The SpringHill Suites Cincinnati Airport seeks a positive, service-oriented, energetic and self-motivated PM Guest Experience Manager to join our team on a full-time basis.

The Guest Experience Manager will report to the General Manager and will work closely with the all guest service areas of the hotel.  This position will provide leadership that engages the service team to enhance the guest experience, ensure customer loyalty, and guarantee satisfaction.

Responsibilities include but are not limited to:


  • Practices team-oriented leadership that enhances the guest experience.
  • Driven to increase customer loyalty and repeat business.
  • Surprises and delights our guests when delivering Service Recovery.
  • Anticipates and quickly reacts to guests and operational needs.
  • Provides continuous feedback to employees and leadership to ensure success.
  • Ability to rally and redirect a team when necessary.
  • Exhibits a "Whatever it Takes" approach to leading people and operational responsibilities.
  • Finds creative solutions to problems and thinks with the end in mind.
  • Functions as the Person-in-charge when directed or in the absence of other leaders.
  • Flexible work schedule (weekends and holidays required). 

Job Requirements

  • Must be able to speak, read, write and understand the primary language(s) used in the workplace.
  • Requires good communication skills, both verbal and written.
  • Previous hotel Front Office experience in a supervisory capacity preferred.
  • Must have strong diplomacy and communication skills, with the ability to build effective relationships with senior managers, team members and guests.
  • This position requires a flexible schedule.  Candidates must be willing to work nights, weekends and holidays.
  • Ideal candidate will possess exceptional organizational skills, including effective task delegation, time management and the ability to manage multiple priorities in a fast-paced environment.
  • Strong skills for analysis and problem-solving.
  • Effective leadership skills with the ability to hire, train, coach, guide, reward and develop staff; with emphasis on continuous improvement in guest service quality.
  • Strong administrative skills, to include business writing, mathematics for basic accounting and knowledge of Microsoft Office programs.
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
  • Ability to bend, pull, push and lift 10 pounds.
  • High school or equivalent education required.  Bachelor’s Degree preferred or equivalent combination of education and experience.

Job Snapshot

Base Pay $9.00 - $11.00 /Hour
Employment Type Full-Time
Job Type Hospitality - Hotel
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Relocation No
Industry Sales - Marketing
Required Travel Not Specified
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PM Guest Experience Manager

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