Assistant Manager, Experiences

Auberge Collection•Town of Gardiner, NY

2d•Onsite

About The Position

The Assistant Manager, Experiences supports the planning, coordination, and execution of exceptional guest programming and on-property experiences that bring Wildflower Farms' Soul of the Place to life. Working closely with the Senior Manager of Experiences and cross-functional teams, this role ensures experiences are thoughtfully organized, operationally seamless, and reflective of the property's luxury standards.

Requirements

2–4 years of experience in hospitality, events, or luxury guest experiences.
Strong organizational, communication, and project management skills.
Proficiency in Google Workspace and Microsoft Office; hospitality systems experience preferred.
Demonstrated ability to lead, coach, and develop team members.
Passion for delivering exceptional guest experiences with a keen attention to detail.
Ability to work a flexible schedule, including evenings, weekends, and holidays.
Bachelor's degree in Hospitality, Event Management, or a related field preferred, or equivalent experience.

Responsibilities

Lead the day-to-day operations of the Experiences department, ensuring programming is executed in accordance with Wildflower Farms and Auberge Collection standards.
Establish departmental priorities and independently coordinate resources to ensure successful execution of guest programming.
Evaluate operational performance and recommend improvements to enhance guest satisfaction, efficiency, and profitability.
Develop, implement, and maintain departmental policies, procedures, and Standard Operating Procedures (SOPs).
Analyze guest feedback, operational metrics, attendance, and revenue performance to identify trends and implement continuous improvement initiatives.
Support the onboarding, training, scheduling, and providing day-to-day guidance to the Experience Attendant team.
Assign work, establish performance expectations, monitor productivity, and provide ongoing feedback.
Participate in workforce planning and staffing decisions to meet operational needs.
Ensure team members consistently deliver luxury service standards and maintain brand expectations.
Oversee the annual, seasonal, and daily Experiences programming calendar.
Help develop new guest programming that supports Wildflower Farms' connection to wellness, culinary experiences, nature, and the local community.
Evaluate existing programming and implement enhancements based on guest feedback, operational performance, and business objectives.
Ensure all guest experiences are operationally feasible, financially sound, and aligned with brand standards.
Manage departmental purchasing, inventory, operating supplies, and vendor relationships.
Evaluate vendor performance and negotiate service expectations within established budgets.
Review invoices, approve expenditures, reconcile discrepancies, and partner with Finance to maintain budget accuracy.
Monitor departmental expenses and recommend cost-saving opportunities while maintaining service excellence.
Serve as the departmental liaison with Resort Operations, Culinary, Spa, Housekeeping, Engineering, Sales, Marketing, Concierge, and Guest Services.
Lead planning meetings for seasonal programming, resort activations, and special events in tandem with Director of Experiences and Director of Marketing.
Ensure departments receive timely communication regarding operational updates and programming changes.
Ensure all guest experiences consistently reflect Wildflower Farms' luxury standards and Auberge Collection service philosophy.
Resolve elevated guest concerns related to Experiences programming and exercise independent judgment to determine appropriate resolutions.
Support VIP and notable guest programming through personalized experience planning and oversight.
Represent the department during resort events and programming as needed.
Maintain oversight of departmental systems, booking platforms, operational calendars, contracts, and documentation.
Ensure marketing collateral, guest communications, websites, and booking platforms accurately reflect current programming.
Prepare departmental reports, operational analyses, and recommendations for leadership.