Guest Experience Coordinator

This Standard Operating Procedure (SOP) defines the operational boundaries, ownership structure, and accountability metrics for the Guest Experience (GE) department at Sanctuary Beach Resort and Salt Wood. Its primary objective is to maintain an elevated, brand-aligned guest journey while standardizing cross-departmental hand-offs between the GE team, Hotel Sales, F&B, Rooms, Housekeeping, Engineering, and Property Leadership.

Guest Experience Manager

• GE will continue to oversee:
• Design and sourcing of all new retail merchandise
• Inventory management
• Budget forecasting
• Accounting and financial oversight

• GE will continue to oversee:
• Programming Development
• Creation of monthly programming schedules
• Development of new classes, experiences, and offerings
• Programming structure and guest experience standards

• Vendor communication and scheduling
• Vendor accounting and payment coordination Guest & Private Bookings
• Private class reservations
• Guest scheduling
• Vendor scheduling for private experiences
• Accounting related to private bookings

• Purchasing of all supplies and materials required
• Guest-facing programming flyers
• Lobby programming binder
• Monthly schedules for property and off-site teams

• Handling all guest arrangements, pricing, departmental coordination plus on the day and up and coordination

• GE will continue to oversee:
• Planning & Development
• Event ideation
• Pricing recommendations
• Leadership approval process
• Operations Support
• Operational coordination
• Department communication
• Décor and event setup execution

• GE will continue to oversee:
• Program Development
• Vetting and sourcing new group experiences aligned with the Sanctuary brand

• Initial vendor setup and accounting coordination
• Vendor information transferred to Sales to handle moving forward for bookings

• Creation and maintenance of group programming cheat sheets
• Documentation of all current group experiences and offerings in Canva
  * Sales team will handle*
• All or any new client needs outside of the cheat sheet must be run through and worked out with the GM for pricing approvals and bespoke creation on a case by case bases. The cheat sheets provided will have everything the GE team knows so if not answered in that document please consider it a bespoke offering to be created by the sales team, host and GM based upon client requests

• Tabletop templates provided to Sales team to handle printing and setup at event or handed to f&b team by Sales
• Gift purchase links and pre-designed label templates included within programming guides.
  * All gifts will be handled by the sales team on a case by case bases per approvals*
• New collateral requests routed through to the HHM Design Team

• Sales Team to manage client modifications and customizations
• Pricing adjustments and bespoke offerings to be reviewed with GM approval

GE will continue to oversee:

• Social media strategy and content alignment and gathering for Sanctuary Beach Resort and Salt Wood
• Brand consistency across guest-facing communications Public Relations & Influencer Relations
• Press approvals and scheduling
• Influencer approvals and scheduling
• VIP gifting
• Property cheat sheets for hosted media and influencers
• PR strategy and story development
• Brand promotional partnerships

• Website updates in partnership with the Corporate E-Commerce Team
• Third-party digital and print marketing placements
• Development of promotional packages