Hotel Guest Experience Manager

Guest Experience Manager

Job Summary

The Guest Experience Manager (GEM) is a key member of the leadership team, responsible for ensuring that the Magnolia Hotel & Spa operates seamlessly in the absence of senior management while upholding the hotel's reputation for personalized luxury and award-winning guest service.

Working from the Front Office, the GEM provides hands-on operational leadership across all departments, inspiring a culture of intuitive and luxurious hospitality and attention to detail. This role blends the responsibilities of a Manager on Duty with an elevated focus on guest experience, luxury delivery, and service excellence.

The Guest Experience Manager ensures every guest interaction reflects the warmth, professionalism, and personalized sophistication of the Magnolia experience, taking proactive steps to personalize stays, resolve concerns gracefully, and identify opportunities to enhance the guest journey and experience.

This position is also instrumental in leading the property toward continued recognition in excellence programs such as the Michelin Key, TripAdvisor, and other industry and media awards by mentoring teams, supporting departmental consistency, and driving standards of service presentation and tone.

Key Responsibilities

Operational Leadership

• Act as the on-site manager for the entire hotel operation during assigned shifts, ensuring efficiency and continuity across departments.
• Support and guide Front Office, Housekeeping, Engineering, and F&B teams to deliver smooth daily operations.
• Respond promptly to guest needs, complaints, or incidents, ensuring professional follow-up and genuine resolution.
• Manage emergencies (fire, medical, system outages) by executing established procedures and coordinating with appropriate personnel.

Guest Experience and Service Excellence

• Champion Magnolia's luxury service culture by modelling genuine hospitality, emotional intelligence, and personalized interactions with all guests and staff.
• Monitor the tone and quality of guest communication throughout the property to ensure consistency with hotel values.
• Review and respond to guest feedback in real time, ensuring opportunities for recognition and recovery are actioned immediately.

• Collaborate with leadership to identify touchpoints and initiatives that enhance the guest journey, such as welcome experiences, amenities, and service rituals.

• Performs other related duties as assigned to support exceptional guest service and the smooth operation of the hotel

Team Engagement and Mentorship

• Lead and motivate the team during shifts, creating an empowered environment built on trust, accountability, and teamwork.
• Provide on the floor coaching, particularly to front-line staff, reinforcing service standards and attention to detail.
• Support and conduct new hire training and act as a role model for professional appearance, communication, and demeanour.

Administrative and Development Duties

• Complete nightly or daily management reporting, guest logs, and operational follow-ups.
• Assist with on-shift projects or departmental support tasks during quieter periods, such as guest recognition audits, service training follow-up, SOP refinement, and publishing.
• Contribute to ongoing refinement of luxury standards and continuous improvement initiatives.

Qualifications

• Minimum three years of experience in upscale or luxury hotel operations, with solid Front Office experience required.
• Proven leadership ability and passion for guest service excellence.
• Exceptional communication, interpersonal, and conflict resolution skills.
• Strong understanding of hotel operations, including Housekeeping, F&B, and Engineering coordination.
• Post secondary education in hospitality or a related field preferred.
• Experience with Opera Cloud PMS or similar systems strongly preferred.
• Deep knowledge of Victoria's tourism market is an asset.
• Calm under pressure and able to lead during high stress or emergency situations.
• Valid BC driver's license (Class 5) preferred; ability to drive a manual transmission is an asset.
• Morning, evening, weekend, and holiday availability required to meet the needs of this operational role.

Compensation

Status: Full-time, permanent

Salary: $29.00 per hour - Pay negotiable based on experience, starting at $29 per hour.

This role provides a strong foundation for advancement into senior leadership within Front Office and Reservations Management, Sales and Marketing, or Hotel Operations within the hospitality industry.

Employee Benefits Include:

• Extended Health, Vision and Dental coverage
• Paid vacation
• Award-winning discounted staff meals from The Courtney Room
• Cross-training and advancement potential within Magnolia and Atlific Hotels
• Hotel and industry partner discounts
• Annual shoe and uniform allowance
• Annual wage review and seasonal performance bonus
• Staff engagement and recognition programs

Our Commitment

At the Magnolia Hotel & Spa, we are proud to be Victoria's luxury boutique hotel, recognized among the top hotels in Canada by Travel + Leisure, TripAdvisor, Condé Nast Traveler, and Michelin Key. Just one block from the Inner Harbour, we embody the very best of our city's charm, sophistication, and warmth

Our success is built on a simple promise: to deliver exceptional, personalized service that creates meaningful connections and lasting memories for every guest. We are committed to fostering a culture of genuine hospitality, teamwork, and leadership, where each team member is empowered to anticipate needs, exceed expectations, and bring our boutique luxury experience to guest stays every day.

Job Types: Full-time, Permanent

Pay: From $29.00 per hour

Expected hours: 40 per week

Benefits:

• Dental care
• Extended health care
• Life insurance
• Paid time off

Experience:

• Hospitality: 3 years (required)

Licence/Certification:

• Driving Licence (required)

Location:

• Victoria, BC V8W 1B8 (required)

Work Location: In person