Assistant Guest Experience Manager
HyattBahamas
Posted May 15, 2026
Full Time
About the Company
Hyatt Hotels Corporation is a global hospitality leader operating over 1,000 hotels and resorts in more than 75 countries across six continents. The company offers a broad portfolio of brandsāfrom luxury properties such as Park Hyatt and Grand Hyatt to lifestyle collections like Andaz and Alila, and inclusive resorts under the Hyatt Ziva and Secrets bannersācatering to a wide range of traveler preferences. Hyatt differentiates itself through a customerācentric philosophy, a robust loyalty program (World of Hyatt), and integrated technology and destinationāmanagement services that enhance guest experiences and operational efficiency. The organization emphasizes a culture of care, empowering employees to deliver personalized service and continuously innovate across hospitality, culinary, and wellness offerings.
Job Description
The Assistant Guest Experience Manager supports the overall guest journey for a large-scale, high-volume hotel environment. This leader ensures that service standards are consistently delivered across all guest touchpoints, with a strong focus on loyalty engagement, satisfaction metrics, and effective service recovery.
Requirements
- Support the management of daily Guest Experience operations for an 1,800-room hotel
- Lead, coach, and motivate Guest Experience Associates, Lobby Ambassadors, and service recovery teams
- Maintain a visible presence in the lobby and public areas to proactively engage guests and identify service opportunities
- Partner with Front Office, Housekeeping, Security, and Food & Beverage to resolve operational challenges that impact the guest journey
- Serve as the on-property champion for the World of Hyatt program
- Train team members on loyalty program standards, benefits, and upsell opportunities
- Monitor loyalty performance metrics, including enrollments, elite satisfaction, and program compliance
- Collaborate with corporate and regional loyalty teams to implement new initiatives and maintain brand standards
- Monitor guest satisfaction scores and identify trends, opportunities, and areas for improvement
- Conduct regular quality audits of guest touchpoints
- Develop and implement action plans to improve service consistency and elevate overall guest sentiment
- Facilitate training sessions focused on service excellence, communication, and problem-solving
- Act as a primary escalation point for complex or sensitive guest issues
- Lead the service recovery process
- Document and track guest complaints
- Empower team members to resolve issues promptly
- Assist with scheduling, performance evaluations, coaching, and ongoing development of Guest Experience team members
- Support recruitment and onboarding of new associates
- Foster a culture of hospitality, accountability, and continuous improvement
- Prepare reports related to guest satisfaction, loyalty performance, and service recovery trends
- Ensure compliance with hotel policies, brand standards, and safety procedures
- Participate in departmental meetings, cross-functional committees, and operational planning sessions
Benefits
- Competitive salary
- Benefits package
- Professional development opportunities
- Team-oriented environment
