Guest Experience Manager - Hilton Aruba Caribbean Resort & Casino
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- 3 days ago Post Date
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- HOT0C0RU Requisition #
Champions the end-to-end guest experience, ensuring every detail, from pre-arrival requests to departure, exceeding expectations. Anticipates needs, personalizes stays, and drives guest satisfaction, loyalty, and revenue growth. Leads VIP handling, service recovery, on-property engagement, and online reputation strategy while inspiring the Concierge team and fostering seamless collaboration across departments.
What will I be doing?
The following outlines core accountabilities; the scope may adjust according to business needs to deliver exceptional guest experiences.
Guest Journey & VIP Program
· Design and oversee pre-arrival outreach, preferences capture, and special arrangements for VIPs, Hilton Honors Gold/Diamond, groups, wedding/celebration stays, and repeat guests.
· Coordinate arrivals (amenities, room inspections, upgrades per policy), lobby presence during peak periods, and personalized recognition moments.
· Ensure accurate preference coding and notes in OnQ; maintain VIP and repeat-guest profiles.
Service Recovery & Make It Right
· Lead the property’s service recovery program using Hilton’s HEART/Make It Right principles; serve as escalation point for complex guest issues.
· Resolve cases swiftly with thoughtful solutions; document thoroughly in OnQ logs and internal trackers.
· Analyze incident trends and implement preventative actions with department heads.
On-Property Engagement
· Maintain visible floor presence across lobby, restaurants, pool/beach, spa, and casino during peak times.
· Orchestrate surprise-and-delight activations (anniversaries, birthdays, long-stay recognition) aligned to budget and brand standards.
· Champion accessibility and inclusive hospitality practices.
Reputation & Voice of Guest
· Support daily review response and insights for Tripadvisor, Google, OTA portals, and social mentions in partnership with Marketing/PR.
· Drive Stay Experience (Satisfaction & Loyalty Tracking) performance: monitor scores, comment themes, and set action plans with department leaders; present weekly pulse and monthly deep dives.
Commercial & Operational Impact
· Partner with Revenue/Front Office on upgrade strategy, upsell moments, arrival sequencing, and overbooking protection to balance guest satisfaction and revenue.
· Support Rooms and Housekeeping on product standards, room readiness, and defect elimination (PM schedules, recurring issue closures).
· Track budget for amenities, VIP spend, and guest recovery; ensure cost controls and vendor compliance.
People Leadership
· Lead, schedule, and develop Guest Relations/Concierge team members; conduct coaching huddles and performance check-ins.
· Recruit for service mindset; deliver onboarding and ongoing skills training (service recovery, cultural fluency, Forbes-style touchpoints).
· Promote a culture of safety, ethics, and respect in line with Hilton and local regulations.
Supportive Functions
· Participate in hotel committees (Quality, Safety, Sustainability, Diversity & Inclusion) as assigned.
· Support emergency response and business continuity procedures.
· Represent the hotel at guest events and community engagements.
· Perform other duties consistent with the role and the operation’s needs.
Success Metrics (KPIs)
· Stay Experience Overall Satisfaction, Problem-Free Stay, and Willingness to Recommend (target ≥ property goal).
· Review ratings (Tripadvisor/Google) and response SLAs.
· VIP compliance (amenities, pre-arrival contact, room readiness).
· Service recovery resolution time and recurrence reduction.
· Team engagement, retention, and training completion.
· Budget adherence for amenities/recovery.
What are we looking for?
Guest Experience Manager serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Previous managerial experience in a customer service function
- An ability to listen and respond to demanding Guest needs
- Excellent leadership, interpersonal and communication skills
- Accountable and resilient
- Commitment to delivering a high level of customer service
- Ability to work under pressure
- Flexibility to respond to a variety of different work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Previous experience in a customer service function or a similar role
- A passion for delivering an exceptional level of Guest service
- High level of IT proficiency
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
