Guest Communications Manager

Position Summary

The Guest Communications Manager exists to deliver an exceptional, consistent guest experience across the Hallson portfolio, so that escalations are the exception rather than the norm. Reporting to the Director of Guest Experience, this role leads and coaches the team of Guest Experience Agents, provides hands-on guest support at Starr Piano Suites, and ensures every guest interaction reflects Hallson's standard of care.

The Director of Guest Experience holds full ownership of guest communication strategy across the portfolio, from booking confirmation through checkout. The Guest Communications Manager puts that vision into practice day to day, and steps in personally, including handling escalations by phone, when a guest issue needs a manager's attention.

This role also serves as Manager on Duty during scheduled shifts, acting as the point person who bridges communication between the Guest Experience team and Operations and responds to all Guest Experience Agents in real time. All virtual Guest Experience Agents report to this position. The Guest Communications Manager runs the GX team's daily performance independently, brings solutions rather than problems, and partners with the Director on strategy and anything that requires other departments.

This is a self-sufficient role. The ideal candidate is a self-starter who takes initiative, works well without close oversight, and actively looks for ways to improve how Guest Experience