Director of Guest Experience

Edgewood Tahoe Resort•Stateline, NV

22h•Onsite

About The Position

The Director of Guest Experience is responsible for leading and elevating all aspects of the resort guest journey through personalized service, curated programming, and exceptional hospitality standards. This leadership role oversees Concierge operations, Resort Experiences & Activities, and the Fitness Center while ensuring seamless coordination between departments to deliver a luxury level guest experience. This position serves as the primary point of contact for high-profile and VIP guests as identified by resort leadership and is responsible for anticipating guest needs, resolving concerns, and creating memorable, customized experiences.

Requirements

Bachelor’s degree in Hospitality Management, Business Administration, Recreation Management, or related field preferred.
Minimum 5-7 years of progressive leadership experience in luxury hospitality, guest services, concierge operations, or resort recreation.
Experience managing VIP or high-profile guest relations preferred.
Strong leadership, organizational, and interpersonal communication skills.
Demonstrated ability to lead teams in a fast-paced luxury resort environment.
Exceptional attention to detail and problem-solving abilities.
Proficiency in Microsoft Office and hospitality management systems.
Ability to work flexible schedules including evenings, weekends, and holidays as business demands require.

Responsibilities

Provide strategic leadership and operational oversight for Concierge, Guest Experiences, Resort Activities, and Fitness Center operations.
Develop and implement innovative guest programming and curated experiences aligned with seasonal resort offerings and luxury hospitality standards.
Foster a culture of exceptional guest service, professionalism, accountability, and continuous improvement.
Collaborate with Resort Operations leadership to ensure alignment between guest experience initiatives and overall resort objectives.
Monitor guest feedback, service standards, and operational performance to continuously enhance the guest experience.
Serve as the primary point of contact for high-profile, VIP, and executive-level guests as identified by resort leadership.
Personally oversee complex guest itineraries, special requests, and customized experiences.
Anticipate guest needs and ensure prompt, professional resolution of concerns.
Build and maintain strong relationships with repeat guests, villa owners, and resort partners.
Oversee Lobby Concierge operations, ensuring guests receive expert assistance coordinating dining reservations, transportation, golf, seasonal activities, and resort experiences.
Oversee Villa Concierge operations, ensuring villa guests receive highly personalized service including transportation coordination, villa provisioning, private chef arrangements, catering, and customized itinerary planning.
Ensure concierge teams maintain extensive knowledge of resort amenities, local attractions, seasonal offerings, and community partnerships.
Maintain luxury service standards and ensure consistent execution across all guest touchpoints.
Lead the development and execution of a comprehensive year-round resort activities and experiences program.
Create unique and engaging seasonal programming including wellness, recreation, outdoor adventures, family activities, and special events.
Partner with internal departments and external vendors to coordinate and execute guest experiences.
Evaluate program success through participation metrics, guest feedback, and operational results.
Recruit, train, mentor, and develop team members and leaders within the department.
Conduct performance evaluations, coaching conversations, and development planning.
Ensure staffing levels appropriately align with seasonal business demands.
Promote teamwork and collaboration across resort departments.
Develop and manage departmental budgets, forecasting, and expense controls.
Identify opportunities to increase guest engagement and revenue through enhanced offerings and programming.
Manage vendor relationships and negotiate contracts for activities, services, and partnerships.
Ensure compliance with all company policies, safety standards, and operational procedures.