{"id":2306534,"url":"https://alion.io/job/highgate-guest-experience-manager-2","title":"Guest Experience Manager","company":{"id":1901308,"name":"Highgate","domain":"highgate.com","url":"https://alion.io/company/highgate-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Hospitality","role_family":"Hospitality","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fort Worth, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":94000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":52},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-11T23:12:32Z","employer_posted_date":"2026-10-11","last_verified_at":"2026-10-12T06:13:56Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Compensation Type\nYearlyHighgate Hotels\nHighgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle. www.highgate.com\nLocation\nOverview\nThe Guest Experience Manager is a high-impact leader who sets the pace for the guest experience and serves as the face and rhythm of The Crescent Hotel, Fort WOrth. Overseeing Guest Services, Valet, and Front Desk operations, this role ensures every arrival, stay, and departure feels seamless, elevated, and intentional. The Guest Experience Manager drives service excellence with precision and intent, balances hospitality with operational discipline, and delivers results by maximizing room revenue, productivity, and guest satisfaction. This leader develops confident, service-obsessed managers and teams, creates consistency across all shifts, and partners closely with internal departments to keep operations moving at the same energy as the brand. The role ensures that Guest Services/ Front Office acts as a key liaison and communication hub to the hotel ensuring alignment, flow, and a cohesive guest journey throughout the property for the duration of the stay.\nResponsibilities\nRespond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.\nMotivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.\nCarry a cell phone at all times.\nPrepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.\nDevelop employee morale and ensure training of Guest Services personnel.\nMaximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.\nParticipate in required M.O.D. program as scheduled\nReview Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis\nPrepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.\nEnsure that no-show revenue is maximized through consistent and accurate billing.\nMaintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.\nEnsure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.\nMaintain a professional working relationship and promote open lines of communication with managers, employees and other departments.\nWork closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.\nOperate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.\nMonitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.\nEnsure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.\nEnsure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.\nEnsure sign off of all Service Standards by Position for Guest Services staff.\nAssist in preparation of revenue and occupancy forecasting.\nEnsure logging and delivery of all messages, packages, and mail in a timely and professional manner.\nMust maintain constant communication with Housekeeping, Reservations and the Credit Manager..\nCoordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.\nEnsure correct and accurate cash handling at the Front Desk.\nFollow and enforce all Highgate Hotel credit policies.\nEnsure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.\nMaintain and monitor \"Lost and Found\" procedures and policies according to Highgate Hotel standards.\nEstablish and maintain key control system.\nEnsure participation within department for monthly Highgate Hotel team meeting.\nFocus the Guest Services Department on their role in contributing to the Guest Service and audit scores.\nMonitor all V.I.P.'s, special guests and requests.\nMaintain required pars of all front office and stationary supplies.\nReview daily Front Office work and activity reports generated by Night Audit.\nReview Front Office log book and Guest Request log on a daily basis.\nQualifications\nA minimum of six years of progressive experience in hotel operations or a related field is required, or a combination of education and experience that includes a four-year degree with at least two years of related experience, or a two-year degree with four or more years of related experience. Prior Front Office management experience is required, with demonstrated experience working within a luxury or lifestyle hotel brand where elevated service standards, attention to detail, and guest personalization are paramount. Proficiency in Microsoft Excel and Microsoft Word is required.\nThe ideal candidate demonstrates strong verbal and written communication skills and consistently engages with guests and employees in a professional, attentive, friendly, and service-oriented manner reflective of a luxury hospitality environment. Proven ability to actively listen, understand, and resolve concerns raised by guests and team members is essential, as is the ability to multitask, prioritize departmental responsibilities, and meet deadlines in a fast-paced, high-energy operation.\nThis role requires flexibility to work long hours as business needs demand, maintain regular attendance in compliance with scheduling requirements, and participate in Manager on Duty coverage, required meetings, and trainings. A polished professional appearance and adherence to grooming standards consistent with a luxury brand are expected at all times.\nStrong problem-solving skills are required, including the ability to anticipate operational challenges, evaluate complex information from multiple sources, identify opportunities for improvement, and assist in implementing effective solutions that drive productivity and operational excellence. The ability to maintain discretion and handle confidential information with professionalism and integrity is essential, along with consistent compliance with Highgate standards, policies, safety regulations, and brand expectations\nBenefits\nWe are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.\nMedical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions\nPaid holidays\nPaid vacation\nPaid sick leave (provided in accordance with applicable law)\nEmployee assistance program (EAP)\nEducational opportunities / Tuition reimbursement\nPaid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law\nFor Employees Based in Washington:\n8 paid holidays per year\nUp to 20 days of paid vacation per year, based on classification and length of service\nPaid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.\nFor Employees Based in Colorado:\n8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year\nUp to 20 days of paid vacation per year, based on classification and length of service\n6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.\nFor Employees Based in California:\n8 paid holidays per year\nUp to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.\nPaid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.\nPlease note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.\n**The above-referenced benefits do not apply to part-time positions\nPosting Date\nThis job opening was posted on September 16th, 2026, and will remain open for at least 75 days.","description_format":"text","description_chars":10288,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Health insurance","Life insurance","Retirement plans","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate Investment","Hotels & Resorts"],"lifecycle":[{"event":"open","at":"2026-10-11T23:12:32Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":6,"reasons":["conf:0","win:early","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/highgate-guest-experience-manager-2","json_url":"https://alion.io/job/highgate-guest-experience-manager-2.json","meta":{"generated_at":"2026-10-12T09:09:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13746,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1901308},"rest":"https://alion.io/mcp/rest/get_company?id=1901308"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhighgate-guest-experience-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhighgate-guest-experience-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhighgate-guest-experience-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/highgate-guest-experience-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhighgate-guest-experience-manager-2"}]}