THE ROLE

As the Guest Experience Manager, you will oversee and direct all front desk operations, ensuring exceptional guest service delivery. You will lead a team, manage personnel administrative tasks, handle guest feedback, and maintain operational efficiency. This role requires strong leadership skills, exceptional customer service abilities, and a thorough understanding of hotel 24/7 front desk operations. The Guest Experience Manager will act as “manager on duty” in the absence of our Market Lead when necessary across our 3 Nashville Mint house locations. 

AT MINT HOUSE YOU WILL 

• Prioritize, delegate, execute, and support day-to-day tasking including arrival experience, reservations, and issues to our Hosts to create a personalized guest experience and hold the team accountable 
• Coordinate workforce in the field to ensure appropriate staffing levels and all guest needs are met; lead all recruitment and onboarding efforts for Host staff
• Direct personnel administrative tasks, including monitoring and confirming electronic timecards, time off requests, and policy acknowledgment processes
• Perform front-of-house duties as needed, arranging front desk coverage during staff shortages, including flexibility to cover shifts as needed
• Work with the Revenue and Sales team to ensure reservations are correct, rates are properly set up, and proper chains of communication are set up for group, and corporate reservations
• Evaluate and respond to guest feedback promptly, addressing service issues and meeting guest needs effectively
• Lead troubleshoot minor technical issues and maintenance including but not limited to wifi connectivity, TV setup, light bulb replacement, oversee contract appointments in conjunction with General Manager and Operations Manage
• Implement training plans to ensure strict adherence to Standard Operating Procedures (SOPs) distributed from corporate to market operations
• Support our Property Hosts by training, coaching and providing performance feedback with an eye towards execution
• Maintain a comprehensive knowledge of the hotel's amenities, services, and policies to effectively assist guests with any inquiries or requests they may have
• Care for and inspect all guest areas and apartments to verify that appliances and amenities are clean and in working order, ensuring guests' comfort and satisfaction
• Assist with inventory and ordering duties including preparing turnover kits, receiving deliveries, Grab & Go Restocking,  and tracking linen/consumables, 

WE ARE LOOKING FOR 

• Bachelor's degree in Hospitality Management or related field preferred
• Minimum of 3 years of Front Office hotel experience, 1 year of hotel management experience is preferred 
• Exceptional people skills and experience with scheduling staff, hiring, training, coaching, and managing hourly employees
• Ability to travel between work locations, as needed
• Comfort with new tech-stacks and using mobile apps while interacting with guests at the property level
• Excellent communication and organizational abilities
• Proficiency in hotel management software and Google Workspace (G Suite) preferred
• Detail-oriented with a focus on delivering exceptional guest experiences
• Ability to work flexible hours, including evenings, weekends, and holidays
• Ability to take initiative and comfort in independent problem solving with the humility to ask for help when needed; confident to take charge 
• Process-oriented skill sets to successfully manage vendor relationships i.e housekeeping, linen/laundry, maintenance, etc.
• Possess a valid driver's license with a clean driving record and feel comfortable driving automatic vehicles to assist with guest transportation 

Compensation Range: $41,000 - $51,000 USD