Guest Experience Manager

About the role

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.

Responsibilities

• 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.
• 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.
• 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.