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.

REQUIRED SKILLS AND QUALIFICATIONS

• Ability to work a flexible schedule, including evenings, weekends, and holidays as business needs require.
• Strong leadership presence with the ability to lead from the floor rather than behind a desk.
• Exceptional interpersonal, guest service, and relationship-building skills.
• Excellent verbal and written communication skills.
• Proven ability to manage guest recovery and resolve complex service situations professionally.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Outstanding attention to detail and strong aesthetic awareness.
• Ability to anticipate guest needs and make sound decisions under pressure.
• Strong analytical and problem-solving abilities.
• Ability to collaborate effectively with multiple departments.
• Experience using hotel property management systems, guest feedback platforms, and point-of-sale systems preferred.
• Maintain professionalism, discretion, and confidentiality at all times.

OVERVIEW

At PUBLIC, service is at the heart of everything we do. Our team delivers a service that is personal, gracious, friendly, knowledgeable, and genuine. We believe in creating memorable experiences by connecting with guests on a human level-through passion, empathy, curiosity, and authenticity. We welcome candidates from all backgrounds and experiences. We are an inclusive employer and celebrate diversity in all forms. PUBLIC is committed to creating an environment where everyone feels welcomed, respected, and supported. This is a unique opportunity to join the latest venture from iconic hotelier Ian Schrager and help shape the continued growth of the PUBLIC brand.