Guest Experience Project Manager

Full time
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The _Guest Experience Manager _ is in charge of the continuous improvement of the guest experience from their arrival until their departure of any of our facilities, anticipating possible complaints or suggestions from the guests thanks to a deep understanding of their needs and wishes during their stay. The GEM manages multiple projects and coordinates simultaneous activities to ensure exceptional customer service.


  • Assist with Public Relations outreach or grassroots marketing projects
  • Oversee all communication between guests and staff
  • Make sure all communication channels are up to date
  • Promote all property amenities, conveniences and programs offered
  • Coordinate internal resources and third parties/vendors for the flawless execution of projects
  • Ensure that all projects are delivered on-time, within scope and within budget
  • Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.
  • Ensure resource availability and allocation
  • Develop a detailed project plan to track progress
  • Use appropriate verification techniques to manage changes in project scope, schedule and costs
  • Measure project performance using appropriate systems, tools and techniques
  • Report and escalate to management as needed
  • Manage the relationship with the client and all stakeholders
  • Perform risk management to minimize project risks
  • Establish and maintain relationships with third parties/vendors


  • Bachelor's degree in Hospitality management, Business Administration, Communications or Marketing.
  • +7 years in a customer-facing role, +3 years in a leadership role
  • Excellent interpersonal and communication skills
  • Ability to present information to and train employees
  • Understanding of all hotel management best practices
  • Proficiency in English and Spanish
  • Excellent problem-solving and multitasking skills
  • Leadership skills along with the ability to motivate a team into high performance
  • Ability to work flexible hours
  • Strong sense of responsibility and a professional presentation

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