Guest Experience Manager

Guest Experience Manager

The Guest Experience Manager is responsible for leading the resort's overall guest experience strategy, service recovery efforts, and Manager on Duty (MOD) operations. This position serves as a visible leader throughout the property, ensuring exceptional guest satisfaction through proactive engagement, rapid issue resolution, cross-departmental collaboration, and consistent execution of brand service standards.

The Guest Experience Manager will hold the Manager on Duty (MOD) role a minimum of five (5) days per week, maintaining a strong presence in guest-facing areas, leading operational response efforts, and serving as the primary escalation point for guest concerns. This role is also responsible for developing, implementing, and monitoring service recovery strategies that protect guest satisfaction, loyalty, and brand reputation.

The position partners closely with Front Office, Housekeeping, Engineering, Food & Beverage, Activities, and all operational departments to identify guest experience gaps, implement corrective actions, and drive continuous improvement initiatives.

Salary Range: $74,000 - $76,000 Bonus Eligible

This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.

Weekends and Holidays Required

Managing Guest Services, Front Desk Operations, and MOD Responsibilities

• Serves as Manager on Duty (MOD) a minimum of five (5) days per week, providing operational leadership and support across the property.
• Maintains a highly visible presence throughout the resort, especially during peak operating periods.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Advocates sound financial and business decision-making while demonstrating honesty, integrity, and professionalism.
• Leads by example and serves as a role model for service excellence and professional conduct.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees, maintaining sufficient operational knowledge to perform departmental duties when necessary.
• Supports Front Desk operations during periods of high demand.
• Serves as the primary escalation point for guest concerns, service failures, emergencies, and operational challenges during assigned shifts.
• Coordinates departmental responses to ensure prompt resolution of guest requests and concerns.
• Ensures seamless communication among all operating departments during MOD shifts.

Leading Guest Experience and Service Recovery Strategy

• Develops, implements, and continuously improves the property's guest experience and service recovery strategy.
• Owns the service recovery process from identification through resolution and follow-up.
• Reviews guest feedback, surveys, social media comments, online reviews, and guest service trends to identify opportunities for improvement.
• Establishes recovery standards, response protocols, and accountability measures for guest issue resolution.
• Ensures all guest concerns are appropriately documented, tracked, communicated, and resolved.
• Monitors service recovery effectiveness and identifies trends requiring operational improvements.
• Leads property-wide efforts to reduce recurring guest issues and improve overall guest satisfaction scores.
• Partners with Department Heads to create action plans addressing guest experience deficiencies.
• Conducts root-cause analysis of escalated guest concerns and develops long-term solutions.
• Ensures service recovery gestures are applied consistently, appropriately, and within company guidelines.
• Provides regular reporting and recommendations to resort leadership regarding guest satisfaction trends, recovery outcomes, and operational opportunities.

Training and Development of Guest Experience Standards

• Serves as the property's subject matter expert on guest experience excellence and service recovery practices.
• Develops and facilitates training programs focused on guest service standards, hospitality excellence, and recovery techniques.
• Conducts regular training sessions with Front Office, Housekeeping, Engineering, Activities, Food & Beverage, and other departments.
• Coaches leaders and frontline associates on effective guest interaction, problem resolution, and conflict management.
• Identifies developmental opportunities and provides ongoing mentoring and performance feedback.
• Reinforces customer service expectations through observation, coaching, role-playing, and follow-up training.
• Supports onboarding and orientation initiatives to ensure new associates understand guest experience expectations.
• Measures training effectiveness and recommends enhancements to improve service delivery and guest satisfaction outcomes.

Cross-Department Collaboration and Guest Experience Improvement

• Partners with Department Heads and leaders across Front Office, Housekeeping, Engineering, Activities, Food & Beverage, and other departments to resolve guest experience gaps.
• Facilitates communication and collaboration between departments to…