Guest Experience Manager

Role Purpose
The Guest Experience Manager (GEM) is the custodian of the guest journey across the property. This role is responsible for shaping, delivering, and continuously refining a guest experience that is emotionally resonant, deeply personal, and unmistakably MORE.

The GEM ensures that every guest interaction from pre-arrival to post-departure reflects our values, sense of place, and commitment to presence, warmth, and intuitive service. This is not a front office management role, but a leadership position that sits across departments to align people, spaces, guest experiences, and service moments into one coherent guest experience.

 Key Outcomes of the Role

• Guests feel seen, anticipated, and cared for
• The guest journey is intentional, consistent, and memorable
• Guest-facing teams are confident, present, and aligned
• Guest feedback reflects emotional connection, not only satisfaction
• The MORE brand experience is pr...