Job description:

Company Overview

Experience the pinnacle of luxury in the U.S. Virgin Islands at The Buccaneer Beach and Golf Resort, where we offer an array of exciting hospitality careers. Immerse yourself in a culture dedicated to growth and development as you build a rewarding career in paradise.

Summary

We are seeking a passionate Guest Experience Manager to join our team at The Buccaneer Beach and Golf Resort in the U.S. Virgin Islands. This role is pivotal in ensuring our guests receive exceptional service and memorable experiences, aligning with our commitment to luxury and hospitality excellence.

Guest Experience Manager

Position Overview

The Guest Experience Manager is responsible for overseeing all aspects of the guest journey, ensuring every stay reflects the standards of luxury and personal attention our property is known for. This role combines operational leadership with direct guest interaction, fostering a culture of service excellence across all departments. The Guest Experience Manager plays a key role in maintaining our reputation as a family-owned property where genuine care and exceptional service define the guest experience.

Key Responsibilities

Lead, mentor, and support guest services teams, including front desk, concierge, and reservations.

Greet and engage with guests upon arrival and throughout their stay, ensuring a warm and seamless experience.

Manage and resolve guest concerns or service recovery situations with professionalism and discretion.

Monitor guest feedback and implement initiatives to continuously enhance service delivery.

Partner with housekeeping, food and beverage, and operations to maintain consistency in quality and service.

Oversee the handling of special requests, VIP guests, and repeat visitors to ensure a personalized approach.

Develop and deliver training programs that reinforce service standards and brand values.

Maintain guest experience metrics, tracking satisfaction scores, reviews, and loyalty trends.

Uphold all company policies, procedures, and safety standards.

Qualifications

Minimum 3-5 years of hospitality experience in a guest-facing leadership role, preferably within luxury or boutique hotels.

Proven ability to lead and motivate teams in a high-service environment.

Strong communication, conflict-resolution, and problem-solving skills.

High level of professionalism, discretion, and emotional intelligence.

Proficiency in guest management and reservation systems; CRM experience preferred.

Bachelors degree in Hospitality Management, Business Administration, or related field (preferred).

Competencies

Service orientation and guest focus

Leadership and team development

Attention to detail and quality assurance

Adaptability in dynamic environments

Relationship management and loyalty-building

Reports To: Director of Front Office

Direct Reports: N/A

Call-To-Action

Join us at The Buccaneer Beach and Golf Resort, where your passion for hospitality can shine! Apply now and embark on an exciting journey in paradise!

Job Type: Full-time

Benefits:

401(k) matching

Dental insurance

Employee discount

Health insurance

Paid time off

Vision insurance

Work Location: In person

The Buccaneer Hotel

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Guest Experience Manager