Brand Manager, Guest Experience & Service Culture

Job Description Summary

We are seeking a Brand Manager, Guest Experience & Service Culture to lead the development, delivery, and support of distinctive guest experiences and programs across some of the core brands. This role will play a critical part in driving brand consistency and excellence by activating elements of the guest journey, including brand programs, operational supplies & equipment (OS&E), service culture, and more.

You will be responsible for leading certain brand initiatives that enhance brand identity, market positioning, growth potential and guest experiences of specific brands within the portfolio (based on annual plans). In this role, you will collaborate with cross-functional teams, shape brand partnerships, and drive business growth while maintaining the highest standards of quality and guest satisfaction.

In addition, as the brand business leader for service culture, you will align with the brand leaders, training, strategy and operations teams to support the guest experience & service program that translate the brand offer into actionable steps to deliver memorable branded service by our hotel team members. You will work closely with our internal teams and agencies to identify opportunities where service aligns with other design or technology touchpoints to create the desired guest experience.

This position is located onsite at our Newton Headquarters 3 days per week and 2 days remote.

Job Description

Key Responsibilities:

Guest Experience Activation:

• Develop and execute strategies to elevate elements of the guest journey.
• Oversee pilots and activations for service programs, OS&E initiatives, and technology tools.

Brand Standards and Lifecycle Management:

• Write and maintain detailed brand standards to ensure consistency across the portfolio.
• Provide lifecycle support for guest experience programs, from concept to implementation and beyond.

Service Culture:

• Lead & evolve the comprehensive service culture program for our portfolio of brands, aligning with the global brand leaders and company's overall mission and business objectives. Collaborate with SMEs across the business.
• Align with our loyalty/CRM teams to develop specific roadmaps for how to integrate the TravelPass and broader Sonesta Family story into our service culture and service delivery.

Performance Measurement and Reporting:

• Monitor guest satisfaction through platforms such as Medallia and JD Power.
• Analyze guest feedback, share reporting, and make actionable recommendations to enhance experiences and drive brand performance.

Project Management:

• Lead or support project management efforts for guest journey activations and quality assurance program execution.
• Manage logistics planning and execution for brand-related initiatives.

Cross-Functional Collaboration:

• Partner with internal teams and external stakeholders to ensure alignment across brand initiatives.
• Act as a key liaison with franchise and managed operations teams to support and ensure the successful rollout of brand programs.

Qualifications & Skills:

• To be considered, direct experience in the hotel/hospitality industry, with a brand, franchise or multi-property management company, in a corporate environment, is required.
• Minimum 5+ years of experience in brand management, hospitality operations, or guest experience design, with a focus on multi-brand portfolios or similar environments.
• College degree with a concentration in brand management, brand marketing, hospitality or related field preferred
• Proven experience as a brand business leader (E.g. specialist or brand manager) with P&L and project launch responsibility for brand initiatives or programs, within a guest experience, brand, procurement, program management or strategy team
• Must be able to manage multiple projects at once, with proven examples and experiences of complex project management efforts
• Proficiency in using Microsoft 365
• Proficiency in reviewing data analytics, with third-party software such as Medallia or directly via export in Excel or Tableau
• Strong relationship development, listening and networking skills

Additional Job Information/Anticipated

Pay Range

Pay Range: $90,000 to $110,000. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.