Guest Experience Manager

Sanctuary Camelback Mountain is an award-winning luxury boutique resort set against the iconic Camelback Mountain in Paradise Valley, Arizona. Our intimate hideaway features beautifully appointed casitas, a world-class spa, elements restaurant, jade bar, and exceptional resort amenities, all designed to deliver an effortlessly elegant guest experience.

At Sanctuary, our people are at the heart of everything we do. Guided by our North Star Vision and Spirit of Service, we believe everyone has a place with us and is valued and understood. The soul of Sanctuary sets the stage for authentic connections and intentional experiences beyond imagination, instilling a sense of spiritual belonging for our guests and one another. 

We bring our North Star to life by leading with service, respect, teamwork, integrity, trust, ownership, and a spirit of fun. We are committed to developing our team members, encouraging collaboration, and creating an inspiring hospitality environment where every interaction reflects the genuine care, personalized service, and meaningful connections that define the Sanctuary experience.

JOB SUMMARY

The Guest Experience Manager contributes to the success of Sanctuary Camelback Mountain by providing leadership and operational support across the Rooms and Food & Beverage divisions while ensuring a consistently exceptional guest experience. This role oversees the daily operations of the guest recognition and VIP experience, coordinates personalized activities and experiences, and collaborates across departments to anticipate and exceed guest expectations. As a dynamic and experienced hospitality leader, the Guest Experience Manager develops and supports team members in delivering engaging, family-friendly, and wellness-focused experiences that reflect Sanctuary's luxury standards. 

Guided by Sanctuary's North Star Vision and Spirit of Service, this role fosters authentic connections and intentional experiences beyond imagination where guests feel valued, understood, and cared for.

JOB FUNCTIONS

Note: the following duties and responsibilities are not all-inclusive.

• Oversee the daily operations of the Guest Relations department, coordination of VIP arrivals/in-house/departures and other guest services, ensuring consistently excellent service standards.
• Manage pre-arrival outreach to enhance the guest experience while on property.
• Serve as a public-facing point of contact for guest requests, complaints, and opportunities, addressing issues to guests' satisfaction and in compliance with resort policies.
• Work with other departments to ensure VIP guest requests are anticipated, addressed, and provided for.
• Provide superior service by understanding and anticipating guest requests for services or amenities that enhance their experience.
• Coordinate VIP arrivals, departures, and special requests.
• Review expected VIP arrivals and departures, verifying amenities and arrangements.
• Inspect all VIP rooms and villas prior to arrival.
• Maintain a database of guest preferences, special dates (birthdays, anniversaries), and habits.
• Develop and implement VIP guest relations initiatives and programs, including special events and seasonal activities.
• Make, adjust, and cancel VIP guest reservations for guest rooms, villas, or at any of the dining outlets.
• Greet VIP guests and guide them to their tables.
• Answer VIP guest questions regarding food, drinks, and specials.
• Resolve VIP guest complaints or disputes.
• Collaborate with other departments (e.g., housekeeping, maintenance, F&B) to ensure seamless communication and cohesive VIP guest experience.
• Address VIP guest inquiries, requests, or issues promptly and professionally, ensuring a positive resolution.
• Monitor guest feedback and reviews, making adjustments to enhance service quality, special programs, and other guest services.
• Ensure compliance with safety regulations and resort policies in all guest service areas.
• Provide excellent VIP guest relations through the front desk or other guest-facing points of contact.
• Prepare reports on VIP guest relations metrics, attendance logs, rental usage, and staff performance to support ongoing improvements.
• Perform other reasonable duties as required by management.

JOB REQUIREMENTS

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to stand, walk, and move around various resort areas for extended periods.
• Occasionally lift and carry items up to 20-30 pounds, such as equipment or supplies.
• Frequent bending, reaching, and twisting to manage activities and handle equipment.
• Manual dexterity to operate office and recreational equipment.
• Good vision to monitor activities, read documents, and use computers; good hearing to communicate effectively with guests and team members.
• Ability to speak clearly and effectively to convey information to guests, team members, and other departments.

QUALIFICATIONS

Education

• Experience in a similar capacity in a luxury environment is necessary.  
• CPR and First Aid certification are a plus.

Related Work Experience  

• 4 years of experience in guest relations or hospitality management, with experience overseeing recreation and wellness programs.
• 4 years of experience in Resort / Hotel Front Office Management or Guest Experience. 

Required Knowledge 

• Strong leadership, communication, and organizational skills.
• Ability to multitask and handle high-pressure situations calmly and efficiently.
• Passion for recreation, wellness, and providing family-friendly experiences.
• Knowledge of the local area preferred.
• Hotel operating management systems.