Guest Experience & Administration Manager

Job Details

Description

Job Title: Guest Experience & Administration Manager

Department: Resort Operations / Administration

Reports to: General Manager Guest Experience & Administration Manager

The Guest Experience & Administration Manager is responsible for overseeing core administrative functions while leading the resort’s guest experience strategy and execution. This role serves as the central owner of guest feedback, service recovery, and experience improvement initiatives, while also managing day-to-day administrative operations that support resort leadership.

This position acts as a highly visible, guest-centric leader and a trusted administrative partner to the General Manager, ensuring operational discipline, strong communication, and consistent, high-quality guest experience across all touchpoints.

Primary Responsibilities

Guest Experience Leadership

• Own and manage the resort’s guest experience strategy, ensuring alignment across all departments
• Lead and facilitate the Guest Experience (CX) Committee, driving accountability, action planning, and follow-through
• Serve as primary owner for guest complaints, escalations, and service recovery
• Respond to and manage online guest reviews and feedback across all major platforms
• Track, analyze, and report guest feedback trends; identify systemic issues and improvement opportunities
• Partner with department leaders to implement service improvements based on guest insights
• Support training initiatives related to service standards, guest recovery, and communication
  
  

Administrative Management

• Oversee day-to-day administrative operations supporting resort leadership
• Manage calendars, meeting coordination, agendas, and follow-up for senior leadership as needed
• Maintain organized records, documentation, and internal communications
• Support policy documentation, SOP updates, and internal process improvements
• Assist with coordination of cross-department initiatives and special projects
• Prepare reports, summaries, and presentations for leadership review
• Serve as a key point of contact between departments to ensure clarity, follow-through, and accountability
  
  

Leadership Responsibilities

• Act as a professional, calm, and solution-oriented leader when handling guest issues
• Set expectations for service excellence and professional communication
• Drive accountability through the CX Committee and cross-department collaboration
• Support leadership with clear organization, documentation, and execution
• Foster a culture of ownership, responsiveness, and continuous improvement
  
  

Safety & Compliance

• Ensure guest recovery and communication align with resort policies and risk management standards
• Partner with Legal, HR, and Safety teams when handling sensitive guest issues
• Maintain confidentiality and professionalism in all guest and employee interactions
  
  

Support incident documentation and post-incident follow-up as needed

Qualifications

Required:

• 3 years of experience in guest services, hospitality management, administration, or operations
• Strong experience handling guest complaints, service recovery, and customer communications
• Excellent written and verbal communication skills
• Highly organized with strong attention to detail
• Ability to manage multiple priorities and deadlines in a fast-paced environment
• Strong judgment, discretion, and professionalism
• Frequent standing, walking, and climbing stairs for the duration of a shift.
• Ability to lift/carry up to 30 lbs and push/pull up to 50 lbs.
• Manual dexterity to operate property management systems and mobile devices.
• Must be able to work in a fast-paced environment with varying noise levels.
  
  

Preferred

• Experience in resort, hotel, or large-scale hospitality operations
• Experience managing online reputation platforms and guest feedback tools
• Prior experience supporting executive or senior leadership
• Familiarity with service excellence or CX frameworks
  
  

Work Environment

• Combination of office-based work and on-property presence
• High interaction with guests, department leaders, and frontline teams
• Fast-paced, high-expectation hospitality environment
• Some weekend, holiday, and peak-period availability required
• Full-time, flexible schedule
• Availability during peak operating periods, holidays, and weekends as needed
• Schedule may adjust based on guest activity, escalations, and operational priorities
  
  

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by Camelback Resort at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.