Guest Experience Manager – Maryland

Live! Casino·Hotel invites applications for a Guest Experience Manager position in Harmans, Anne Arundel County, Maryland. This full-time role offers a salary range of $73,003–$100,694 annually and provides the opportunity to lead transformative initiatives that elevate guest satisfaction and shape the hospitality experience at Maryland's premier entertainment destination.

About the Role

The Guest Experience Manager serves as a strategic leader responsible for designing, implementing, and continuously refining service standards that define every element of the guest journey. In this position, you'll analyze guest feedback and behavioral data to uncover service opportunities, identify gaps between current and desired experiences, and execute targeted strategies that drive satisfaction, loyalty, and personalized engagement. Your leadership will directly influence how guests perceive Live! Casino·Hotel and determine the success of our guest-centric initiatives in Anne Arundel County.

Day-to-Day Responsibilities

• Establish and communicate service standards and hospitality best practices across casino and hotel departments
• Analyze guest feedback, survey data, and operational metrics to identify improvement opportunities
• Partner with department leaders to design and launch guest experience enhancement strategies
• Provide coaching and training to team members on service excellence, conflict resolution, and personalized guest interactions
• Monitor key performance indicators and guest satisfaction metrics; report insights and progress to executive leadership
• Lead service recovery efforts, ensuring prompt and empathetic resolution of guest concerns
• Conduct regular audits of guest-facing operations to ensure consistency and quality

Who We're Looking For

• Proven experience in guest experience, hospitality management, casino operations, or premium service environments
• Demonstrated success designing and rolling out service improvement programs that moved satisfaction metrics
• Analytical abilities with skill in interpreting feedback data, trend spotting, and measuring impact
• Strong communication and interpersonal skills, with ability to influence across organizational levels
• Leadership experience with track record of coaching, developing, and motivating teams
• Genuine passion for understanding and exceeding guest expectations in a competitive market

More About Live! Casino·Hotel

Live! Casino·Hotel in Anne Arundel County combines world-class gaming, premium dining, and hotel accommodations in Maryland's most dynamic entertainment venue. We invest in our team, foster a collaborative culture, and reward professionals who deliver exceptional results. If you're driven by the opportunity to leave a measurable mark on guest satisfaction, this is your opportunity.

Applying for This Role

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.