Job Details

Position SummaryThe Experience Manager ensures that guests don't just stay with us — they remember us.This role is responsible for elevating the guest experience with a strong emphasis on arrivals , meetings & events , and high‑impact moments .The Experience Manager partners closely with Sales, Events, Food & Beverage, and Operations to bring intentional experiences to life that drive guest satisfaction, repeat business, and positive reputation.Key ResponsibilitiesGuest & Event ExperienceServe as the on‑property owner of the guest journey , from arrival through departure.Elevate meeting, group, and event experiences through intentional welcome moments, amenities, and service touches.Identify opportunities to surprise and delight guests in ways that align with brand standards and revenue goals.Meetings & Group SupportPartner with Sales and Event Services to enhance pre‑arrival planning and on‑site execution for meetings and events.Create scalable experience standards (welcome kits, signage moments, themed breaks, activations).Brand Activation & ProgrammingLead property‑level experiential initiatives including seasonal activations, themed events, partnerships, and community‑facing experiences.Collaborate with Marketing and F&B on experiential promotions (e.g., culinary moments, lobby activations, holiday programming).Ensure experiences support Marriott brand intent while feeling authentic to the local market.Service Recovery & ReputationSupport leadership in service recovery for escalated guest concerns with a focus on turning challenges into loyalty moments.Monitor guest feedback trends (surveys, reviews) and translate insights into experience improvements.Proactively identify friction points in the guest experience and propose solutions.Cross‑Department CollaborationWork laterally with Front Office, Banquets, Housekeeping, F&B, and Engineering to align experience execution.Partner with Sales & Marketing on storytelling, photos, and content opportunities tied to experiences.QualificationsExceptional interpersonal and communication skills.Highly organized with strong follow‑through.Creative mindset with the ability to execute ideas realistically.Calm, professional presence in fast‑paced or high‑visibility environments.Key CompetenciesGuest‑centric mindsetCross‑functional leadership (without direct authority)Event execution excellenceProblem‑solving & service recoveryBrand storytellingAttention to detailBenefitsCompetitive PayMedical, Dental and Vision InsurancePTOSick time401(k) Retirement Savings PlanHotel Room DiscountsOngoing Training and Career DevelopmentWe are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.#J-18808-Ljbffr