Guest Experience Manager

The Guest Experience Manager leads and elevates the guest journey from pre-arrival through post-departure. Overseeing Concierge and Guest Experience, this leader champions intuitive, personalized service and ensures every interaction reflects the exceptional standards of El Encanto. The role drives operational excellence, strengthens cross-functional execution, and supports the Director of Front Office in advancing guest satisfaction and luxury service standards.

Key responsibilities include elevating LQA performance, translating guest feedback into service improvements, and ensuring seamless execution of guest requests through ALICE. As a visible ambassador of the guest experience, this leader strengthens loyalty and protects the resort’s reputation through consistent, thoughtful, and highly personalized service.

MAIN DUTIES AND RESPONSIBILITIES:

Guest Experience & Service Excellence

• Champion the guest journey across departments to ensure seamless, anticipatory, and personalized service.
• Lead pre-arrival guest experience planning, amenity coordination, preference recognition, and special request execution.
• Lead the Concierge team in delivering exceptional local expertise, thoughtful recommendations, and polished guest engagement.
• Own guest feedback and satisfaction insights, identify trends, and lead meaningful service enhancements.
• Resolve complex guest concerns and service recovery situations with discretion, empathy, sound judgment, and poise.
• Optimize ALICE to strengthen guest communication, operational coordination, timely follow-through, and accountability.

Leadership & Team Development

• Inspire, coach, and develop the Concierge and Guest Experience teams to consistently deliver exceptional luxury service.
• Cultivate a high-performance culture grounded in anticipatory service, empathy, collaboration, and accountability.
• Serve as a visible role model for refined guest interaction, leadership presence, team culture, and operational standards.
• Deliver ongoing coaching and training that elevates communication, service etiquette, luxury presence, and problem resolution.

Leadership & Team Development

• Inspire, coach, and develop the Concierge and Guest Experience teams to consistently deliver exceptional luxury service.
• Cultivate a high-performance culture grounded in anticipatory service, empathy, collaboration, and accountability.
• Serve as a visible role model for refined guest interaction, leadership presence, team culture, and operational standards.
• Deliver ongoing coaching and training that elevates communication, service etiquette, luxury presence, and problem resolution.

Operational Oversight

• Lead guest recognition and preference initiatives, ensuring meaningful details are captured and activated throughout the guest journey.
• Maintain a strong presence in daily operations, anticipating service opportunities and ensuring flawless execution of guest-facing priorities.
• Analyze Glitch reports, guest feedback, and service trends to drive corrective action and continuous improvement.
• Build strong cross-departmental partnerships to align service delivery with evolving guest needs and expectations.