Senior Guest Experience Manager

The Senior Guest Excellence Manager leads the resort’s guest experience and service strategy, ensuring service standards are consistently delivered across the operation. Reporting to the Director of Operations and Experience, this highly visible leadership role serves as the voice of the guest, driving guest satisfaction, NPS performance, service recovery, and continuous improvement through guest feedback and insights. The position oversees the Guest Excellence Team, manages guest escalations, and partners with operational, local, and global stakeholders to implement service enhancements.

Additionally, the role leads the Resort Duty Manager program, coaching and developing operational leaders while actively participating in daily resort operations to foster a guest-first culture, operational excellence, and consistent execution of service standards.

Key Responsibilities:

• Lead the Resort’s guest experience strategy, ensuring consistent execution of service standards and a guest-first culture across all operations.
• Serve as the voice of the guest by championing NPS, guest sentiment, accessibility, and service priorities in operational and leadership decision-making.
• Drive guest satisfaction through proactive service initiatives, service recovery programs, recognition efforts, training, and memorable guest experiences.
• Analyze guest feedback, surveys, reviews, KPIs, and operational data to identify trends, address service gaps, prioritize improvements, and provide actionable insights to leadership.
• Partner with local, regional, and global stakeholders to implement best practices, align operational priorities, and enhance the overall guest experience.
• Lead, coach, and develop the Guest Excellence Team, overseeing guest communications, feedback resolution, escalations, group support services, performance management, scheduling, budgets, and service standards.
• Act as the senior escalation point for complex guest concerns, ensuring timely resolution and effective guest recovery while building team capability in communication and problem-solving.
• Lead the Resort Duty Manager program by establishing service expectations, coaching operational leaders, conducting Duty Manager shifts, and driving accountability for operational and guest experience standards.
• Monitor daily operations through active field presence, guest interaction, and operational observations to identify opportunities, resolve issues, and improve execution.
• Serve as the key Operations partner for marketing initiatives, promotions, special events, resort activations, and contact center partnerships, ensuring operational readiness and clear guest communication.
• Foster strong cross-functional relationships to support consistent messaging, effective communication, seamless service delivery, and a connected end-to-end guest experience.
• Ensure compliance with health, safety, security, risk management, and incident reporting requirements while promoting a culture of continuous improvement and operational excellence.
• Perform additional duties and special projects as assigned.

Qualifications and

Experience:

• Demonstrated expertise in guest experience management, including service strategy, service standards, guest recovery, and driving guest satisfaction.
• Strong analytical skills with the ability to interpret NPS, guest feedback, performance metrics, and operational data to identify trends and implement actionable improvements.
• Proven leadership experience with a track record of coaching, developing, and motivating teams while influencing stakeholders across multiple operational functions.
• Excellent written, verbal, and interpersonal communication skills, with the ability to collaborate effectively…