Customer Experience Manager

The Customer Experience Manager is responsible for delivering an exceptional guest experience with a strong focus on repeat and VIP guests, escalated guest concerns, and protecting the company’s reputation across OTA platforms. This position serves as a key point of contact for escalated guest situations and works closely with Operations, Property Services, and the Call Center to ensure concerns are addressed promptly, professionally, and with a focus on lasting resolution.

This is a hands-on, field-based management role that requires the ability to assess situations in real time, communicate effectively across departments, and take ownership of complex guest concerns. The Customer Experience Manager will manage and support the Call Center team, helping ensure consistent guest communication, appropriate escalation practices, and a high standard of customer service.

The position will work laterally with Operations and Property Services to proactively enhance the experience of repeat and VIP guests, identify opportunities to personalize stays, and address issues that may impact guest satisfaction. The Customer Experience Manager will also review and audit guest feedback and reviews when appropriate, identifying recurring complaints, service gaps, and trends that may negatively affect the guest experience.

A key responsibility of this role is overseeing the company’s internal ticketing system to ensure it is being utilized correctly and consistently. The Customer Experience Manager will monitor ticket compliance, follow-through, documentation, ownership, and timely updates to ensure tickets accurately reflect the status of guest and operational concerns. This oversight is intended to promote accountability, maintain clear communication between departments, and ensure outstanding issues are actively managed through resolution.

When guest concerns involve significant service failures, recurring issues, or property damage, this position will take an active role in coordinating and leading the guest resolution process. The Customer Experience Manager will partner with Property Services and other appropriate departments to identify the root cause of recurring complaints and help ensure corrective actions are taken to prevent the issue from continuing.

Through direct guest engagement, field presence, ticketing oversight, cross-departmental communication, and proactive problem-solving, the Customer Experience Manager plays an important role in strengthening guest loyalty, improving operational consistency, reducing repeat complaints, ensuring guest and operational satisfaction, and protecting the company's reputation and performance across OTA platforms.