What are the responsibilities and job description for the Senior Manager, Lifestyle & Guest Experience position at Collared Martin Hospitality?
Brief Description
POSITION SUMMARY
The Senior Manager, Lifestyle & Guest Experience is responsible for elevating and executing Collared Martin Hospitality’s VIP guest, investor hospitality, and lifestyle experience programming across all markets.
This role focuses on creating memorable, highly personalized experiences that deepen guest loyalty, strengthen investor relationships, and reinforce the identity of each property through thoughtful hospitality, concierge services, partnerships, and programming.
The Senior Manager will serve as a key connector between guests, investors, property leadership, brand teams, and external partners - ensuring every touchpoint feels intentional, polished, and aligned with the Collared Martin and Faraway brand ethos.
This position will oversee luxury guest experience initiatives including VIP stays, concierge programming, amenities & gifting, guest recognition systems, event support, and on-property activations.
Primary Responsibilities
VIP & INVESTOR HOSPITALITY
QUALIFICATIONS
POSITION SUMMARY
The Senior Manager, Lifestyle & Guest Experience is responsible for elevating and executing Collared Martin Hospitality’s VIP guest, investor hospitality, and lifestyle experience programming across all markets.
This role focuses on creating memorable, highly personalized experiences that deepen guest loyalty, strengthen investor relationships, and reinforce the identity of each property through thoughtful hospitality, concierge services, partnerships, and programming.
The Senior Manager will serve as a key connector between guests, investors, property leadership, brand teams, and external partners - ensuring every touchpoint feels intentional, polished, and aligned with the Collared Martin and Faraway brand ethos.
This position will oversee luxury guest experience initiatives including VIP stays, concierge programming, amenities & gifting, guest recognition systems, event support, and on-property activations.
Primary Responsibilities
VIP & INVESTOR HOSPITALITY
- Direct and refine the execution of VIP guests and investor stays across the entire portfolio.
- Craft personalized itineraries and bespoke hospitality touchpoints for high-priority arrivals.
- Act as the primary hospitality liaison for investors, ownership groups, and strategic partners..
- Lead service recovery efforts and provide polished handling of high-sensitivity guest matters.
- Partner with property leadership to anticipate preferences and curate distinctive guest moments.
- Develop and manage market-specific concierge programming that reflects local seasonality.
- Cultivate relationships with local artisans, chefs, and cultural partners to elevate guest offerings.
- Scale lifestyle experiences, including wellness activations, member-style programming, and excursions.
- Oversee intentional guest communications regarding all concierge and lifestyle offerings.
- Strategize and execute in-room amenities, VIP gifting, and special occasion programming.
- Establish systems for preference tracking and repeat engagement to deepen brand loyalty.
- Collaborate with Brand & Creative teams to ensure every touchpoint aligns with brand ethos.
- Manage the sourcing, presentation standards, and seasonal evolution of property amenities.
- Collaborate on strategic partnerships that enhance guest visibility and the lifestyle experience.
- Coordinate high-touch collaborations with luxury, culinary, fashion, and wellness brands.
- Execute on-property activations, experiential programming, and brand-driven dinners.
- Identify storytelling opportunities tied to brand events in partnership with the Creative team.
- Support investor events, brand openings, and cultural programming across the portfolio.
- Manage hospitality logistics, including VIP arrivals, gifting, and guest communications.
- Ensure all event touchpoints reflect the core service standards of Collared Martin.
- Assist onsite teams in delivering elevated experiences during high-profile weekends.
- Shape a hospitality culture rooted in long-term relationship building and emotional connection.
- Develop systems that foster a sense of community and familiarity for our guests.
- Infuse a "members club" sensibility across all hotels, restaurants, and guest touchpoints.
- Nurture relationships with repeat clientele, local tastemakers, and high-net-worth individuals.
QUALIFICATIONS
- Bachelor’s degree in Communications, Hospitality Management, Business, or related field.
- 5 years experience in investor relations, guest experience, high-touch hospitality, or customer success.
- 2 years experience managing teams (multi-site or distributed leadership preferred).
- Proven experience developing programs, playbooks, and service systems that scale across locations.
- Strong judgment, discretion, and confidence working with high-net-worth individuals and senior stakeholders.