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Guest Experience Manager

Whim Hospitality Ltd • Dripping Springs, TX, US • published 2026-10-19 00:32:05.685054

Description

**Primary Job Duties** * **Guest Experience Audits:** Conduct regular observations and experience audits across the guest journey, including booking, pre\-arrival, arrival, front desk, concierge, housekeeping, restaurant, spa, activities, events, departure, and service recovery. Partner with leaders to address opportunities and verify improvement. * **Guest Journey \& Service Standards:** Map and continuously improve guest touchpoints before, during, and after the visit. Establish practical standards for communication, presence, anticipation, discretion, service recovery, attention to detail, and ownership. * **Feedback Systems \& Reputation:** Oversee the collection, analysis, and reporting of guest feedback from surveys, reviews, direct channels, and operational observations. Identify recurring themes, opportunities, and trends and translate findings into actionable training or operational improvements. * **Service Recovery \& Recovery:** Manage the property’s online and on\-site reputation. Empower frontline employees and managers to Own It through appropriate real\-time service recovery while personally supporting high\-level guest escalations when appropriate. Ensure recovery ...

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