Guest Experience Manager

Guest Experience Manager

This position is not only the face of the resort but also its eyes and ears, seeing all the guests' interactions, the good and the bad. This person is not only highly organized but also an exceptional communicator with our guests and staff, creating the magical small-town culture we strive to cultivate. This person creates those little magical touches for our guests. This person is passionate about accountability and curiosity, ensuring that all things are thought through and that we continue to learn in this space.

Leadership & Team Oversight

• Oversee Front Desk team and Camp Host staff, ensuring excellent service standards and consistent performance.
• Confident in managing a team of up to ten people.
• Provide coaching, guidance, scheduling, and accountability to foster a positive, productive team culture.
• Ensure service expectations, culture standards, and performance goals are clearly communicated and upheld.
• Hire and train all seasonal staff and year-round staff to match the seasonality of the resort.
• Provide feedback and retraining for staff as circumstances evolve.
• Confident training, writing up staff members, and coming up with improvement plans.

Guest Relations & Service Excellence

• Serve as the primary escalation point for guest concerns, complaints, and elevated service issues.
• Advocate for an outstanding guest experience while balancing operational needs and financial impact.
• Having good communication skills to be able to communicate cross departmental on guest issues and complaints.

Operations & SOP Management

• Ensure all Standard Operating Procedures are current, accurate, and updated when policies or processes change.
• Work closely with leadership to develop, implement, and refine operational workflows, ensure all staff are informed and trained

Events, Groups & Promotions

• Serve as the point of contact for large groups, weddings, special events, and buyouts.
• Support resort events, including live music, and partner with the F&B Manager on restaurant buyouts and event-related needs.
• Assist in rolling out promotions and initiatives that support both the resort and the Mess Hall restaurant.

Long-Term Stay Management

• Oversee long-term stay applications, approvals, documentation, and payment processes.

Retail Oversight

• Serve as the bottom-line accountability for the resort’s retail shop.
• Oversee product selection, inventory management, merchandising standards, and guest retail experience.

Ideal Candidate

The ideal Guest Experience Manager is a natural leader who thrives in hospitality, understands the importance of exceptional service, and brings a positive, solutions-focused energy to the team. They are both compassionate and business-minded, able to connect with guests while supporting operational success.

Pay: $70,000.00 - $78,000.00 per year

Benefits:

• Employee discount
• Paid time off

Work Location: In person

Salary : $70,000 - $78,000