Position Summary:

The Guest Experience Manager at Nobu Hotel Atlanta is responsible for ensuring exceptional luxury service and memorable guest experiences, while also overseeing the daily operations of the Security Department. This role ensures the safety and protection of guests, team members, and hotel assets while driving excellence in service standards, privacy, and guest satisfaction. The ideal candidate excels in VIP service, risk mitigation, and team leadership and understands the balance between discretion and vigilance required in a high-profile environment.

Guest Experience Leadership

• Lead and support all front-of-house service recovery efforts, particularly with VIPs, celebrities, and discerning clientele.
• Anticipate guest needs and collaborate cross-departmentally to elevate every stay.
• Uphold Forbes Five-Star service expectations across all touchpoints.
• Ensure consistent communication between operational departments to enhance guest satisfaction.

Security Department Leadership

• Directly oversee all security and safety operations, ensuring a safe and secure environment 24/7.
• Lead a team responsible for asset protection, surveillance, emergency response, VIP escort services, and staff training.
• Maintain legal documentation, safety certifications, daily logs, and department SOPs.
• Serve as key liaison with local authorities, medical responders, and emergency agencies.

Staffing Levels:

• 365 days of 24-hour coverage
• Minimum of 40 hours per week of supervisory oversight
• Additional shifts as requested by hotel operations

Core Responsibilities:

Managing Security Operations

• Deploy security personnel strategically across the hotel and restaurant property.
• Escort high-level VIPs discreetly and safely through secure routes, including back-of-house.
• Conduct property patrols, monitor surveillance, and respond to all security incidents.
• Investigate losses, alarms, and safety breaches; recommend and implement corrective actions.
• Maintain security certifications, patrol logs, and daily activity reports.
• Conduct guest wellness checks, investigate DND alerts, and handle room access concerns.
• Challenge suspicious activity while maintaining a professional, guest-friendly approach.
• Document and respond to guest complaints, including theft, noise, disturbances, and lost items.
• Conduct employee bag checks and enforce property protocols.
• Issue keys and equipment to designated hotel personnel and ensure safekeeping per hotel procedures.
• Monitor non-hotel personnel at employee entrance and maintain proper documentation.
• Supervise the inspection of employee packages per hotel policy.
• Provide escorts for employees as needed and monitor afterhours access to secured hotel areas.
• Assist Front Desk with operational tasks including guest balance retrieval and past due checkouts.
• Provide personal assistance, medical attention, emotional support, or other care to guests, coworkers, or visitors as needed.
• Serve as a role model by demonstrating appropriate behavior and service standards.

Managing Safety Operations

• Oversee ADA, OSHA, fire safety, and emergency preparedness compliance.
• Create and lead training on CPR, first aid, and hotel emergency response protocols.
• Execute fire evacuation plans and lead periodic fire drills.
• Respond to medical emergencies, intoxicated guests, and guest/employee injuries in alignment with Nobu’s protocols.
• Coordinate with EMS and Claims Services for incident documentation and follow-up.
• Resolve hazardous conditions swiftly and train staff on safe work practices.
• Develop and guide hotel policies and standards for health and safety.

Hotel Operations Support

• Attend pre-convention and forecast meetings to align group needs with security planning.
• Communicate safety alerts (BOLOs) to internal teams discreetly and efficiently.
• Encourage collaboration, trust, and proactive problem-solving among hotel teams.
• Celebrate departmental wins and recognize individual contributions.

Ensuring Exceptional Customer Service

• Display leadership in guest hospitality, setting the tone for positive guest relations.
• Empower employees to deliver exceptional service.
• Maintain and exceed quality standards and guest expectations daily.
• Incorporate guest safety and satisfaction into regular departmental training and discussion.
• Consistently go above and beyond for guest satisfaction and loyalty.
• Address guest-related concerns promptly and escalate to HR when necessary.
• Uphold and fairly enforce all property policies and procedures.
• Continually strive to improve service and safety performance.

Additional Responsibilities

• Analyze operational information to make sound decisions and solve problems.
• Maintain productive relationships with local law enforcement and emergency responders.

Qualifications:

• Hospitality leadership; luxury hotel and security oversight experience required.
• Must have a certified Georgia security certificate or successfully obtain certification within 45 days of employment.
• Prior experience working with celebrities, high-net-worth individuals, or high-security operations preferred.
• Strong interpersonal, crisis management, and decision-making skills.
• Knowledge of hotel security systems, fire safety equipment, and legal standards.
• CPR, AED, and First Aid certified (or able to obtain within 30 days).
• Ability to handle sensitive information and incidents with discretion and professionalism.

Physical Requirements:

• Able to walk/stand for long periods, respond quickly to emergencies, lift up to 50 lbs, and patrol indoor/outdoor areas.
• Ability to work flexible shifts including evenings, holidays, and weekends.

This leadership role protects the reputation and safety of Nobu Hotel Atlanta, delivering unparalleled service and security for every guest—especially those who trust us most.