Guest Experience ManagerEOE Statement: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Description:
The Guest Experience Manager leads and elevates the guest journey from pre-arrival through post-departure. Overseeing Concierge and Guest Experience, this leader champions intuitive, personalized service and ensures every interaction reflects the exceptional standards of El Encanto. The role drives operational excellence, strengthens cross-functional execution, and supports the Director of Front Office in advancing guest satisfaction and luxury service standards. Key responsibilities include elevating LQA performance, translating guest feedback into service improvements, and ensuring seamless execution of guest requests through ALICE. As a visible ambassador of the guest experience, this leader strengthens loyalty and protects the resort's reputation through consistent, thoughtful, and highly personalized service.
Main Duties and Responsibilities
Guest Experience & Service Excellence:
Champion the guest journey across departments to ensure seamless, anticipatory, and personalized service.
Lead pre-arrival guest experience planning, amenity coordination, preference recognition, and special request execution.
Lead the Concierge team in delivering exceptional local expertise, thoughtful recommendations, and polished guest engagement.
Own guest feedback and satisfaction insights, identify trends, and lead meaningful service enhancements.
Resolve complex guest concerns and service recovery situations with discretion, empathy, sound judgment, and poise.
Optimize ALICE to strengthen guest communication, operational coordination, timely follow-through, and accountability.
Leadership & Team Development:
Inspire, coach, and develop the Concierge and Guest Experience teams to consistently deliver exceptional luxury service.
Cultivate a high-performance culture grounded in anticipatory service, empathy, collaboration, and accountability.
Serve as a visible role model for refined guest interaction, leadership presence, team culture, and operational standards.
Deliver ongoing coaching and training that elevates communication, service etiquette, luxury presence, and problem resolution.
Operational Oversight:
Lead guest recognition and preference initiatives, ensuring meaningful details are captured and activated throughout the guest journey.
Maintain a strong presence in daily operations, anticipating service opportunities and ensuring flawless execution of guest-facing priorities.
Analyze Glitch reports, guest feedback, and service trends to drive corrective action and continuous improvement.
Build strong cross-departmental partnerships to align service delivery with evolving guest needs and expectations.
Position Requirements:
Demonstrate refined communication, emotional intelligence, discretion, and professional presence in all guest and team interactions.
Apply strong knowledge of luxury hotel operations, guest experience platforms, service quality standards, and market dynamics.
Exercise sound judgment and confident decision-making in complex, sensitive, and high-pressure situations.
Balance multiple priorities with exceptional organization, attention to detail, urgency, and consistent follow-through.
Translate LQA standards, guest feedback, and service observations into clear coaching opportunities and measurable improvements.
Build trust and influence across departments to create coordinated, seamless, and highly personalized guest experiences.
Lead with accountability, adaptability, and a solutions-oriented mindset while maintaining composure and service excellence.
Maintain proficiency in Microsoft Office Suite (Word, Excel) and confidently utilize applicable hotel and guest experience systems.
Strong understanding of luxury hotel operations, guest experience platforms, service quality standards, and market dynamics.
Use resources responsibly and support sustainability initiatives.
Comply with all Health & Safety regulations and report incidents immediately.
Attend all mandatory training sessions and complete eLearning requirements.
Represent El Encanto's core values.
Full-Time/Part-Time: Full-Time
Salary Range: $90,000 Annually
Exempt/Non-Exempt: ExemptThis position is currently accepting applications.
