Guest Experience Manager

The Opportunity: Hotel Saint Augustine seeks an enthusiastic Guest Experience Manager to join our team! Who We Are: At the center of the Montrose district sits Hotel Saint Augustine, located across from the Menil Collection campus near the Menil Drawing Institute. It is home to 71 hotel rooms and suites, a restaurant, a small event space, an intimate lobby bar and a cloistered circular courtyard pool. The property takes inspiration from the spirit of the museum collection and of Houston itself—a duality of old world and new, a rich diversity and a forward-thinking sensibility. We’re Proud to Offer Exceptional Benefits, which Include: Medical, Dental, Vision, 401K with company match Free room nights, Discounted and Friends & Family Room Rates Free parking Generous Paid Time Off Work-life benefits including wellbeing initiatives such as a complimentary Headspace Discounts at various retailers –Apple, AT&T, Verizon, Headspace and many more! The Role: The Guest Experience Manager is responsible for… Hotel Saint Augustine seeks an enthusiastic Guest Experience Manager to join our team. TheGuest Experience Manager plays a central role in creating unforgettable, deeply personalized stays for our most discerning guests. This position leads and enhances the full VIP journey — from pre-arrival communication and special arrangements to in-stay experiences and post-departure follow-up. This leader partners with multiple departments across the hotel to ensure our guests receive seamless, anticipatory service that reflects Bunkhouse’s high standards. Key Responsibilities: Manage all aspects of the VIP guest experience, including special requests, amenities, and surprise-and-delight moments. Serve as the primary contact for repeat guests to ensure a consistent, high-touch service experience. Partner with departments including Front Office, Housekeeping, Culinary, and Events to align on guest preferences and experience details. Coordinate transportation, excursions, and customized experiences across Houston and surrounding regions. Communicate guest needs and preferences clearly and proactively with operating teams. Assist in training and guiding concierge and guest service team members. Act as Manager on Duty when assigned and maintain a warm, visible presence throughout the resort. Support operational organization through detailed note-taking, guest profile updates, and internal reports. Based upon fluctuating demands of the operation and to exceed customer expectations, it may be necessary to perform a multitude of different functions not specifically related to this position. This person may be expected to perform other tasks and duties as needed or as directed.Furthermore, employee responsibilities and job descriptions are subject to review and revision. Qualifications: Experience Required: Previous hotel supervisory or management experience required Familiarity with concierge and guest service responsibilities required Excellent communication and interpersonal skills Proven leadership abilities with a passion for developing and supporting team members Ability to build positive, effective relationships with colleagues across multiple departments Flexible schedule required, including weekends, evenings, and holidays We welcome you: Research shows that individuals tend to apply to jobs only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.