Guest Experience Coordinator

Hersha Hospitality Management LP•Marina, CA

6d•Onsite

About The Position

This Standard Operating Procedure (SOP) defines the operational boundaries, ownership structure, and accountability metrics for the Guest Experience (GE) department at Sanctuary Beach Resort and Salt Wood. Its primary objective is to maintain an elevated, brand-aligned guest journey while standardizing cross-departmental hand-offs between the GE team, Hotel Sales, F&B, Rooms, Housekeeping, Engineering, and Property Leadership. The Sanctuary Beach Resort is an oceanfront Monterey Bay resort and hotel set on 19 acres of Pacific shoreline in Marina, California. A rare Monterey Bay hotel on the beach, The Sanctuary invites guests to fall asleep to the soothing surf from their private waterfront cottage. Nestled between Monterey Bay and the protected Marina Dunes Preserve, The Sanctuary Beach Resort’s 60 contemporary cottage guest rooms and suites offer more than just uninterrupted, panoramic views from private decks or patios. The Sanctuary Beach Resort is a secluded getaway that provides unmatched access to California’s beautiful Central Coast region. The location beckons both coastal road trippers as well as single-destination vacationers. Bringing top-of-the-line meeting and event spaces to the waterfront, The Sanctuary is also the perfect backdrop for business retreats, weddings and other celebrations. This property is a part of the Echelon Luxury & Lifestyle division of HHM Hotels.

Requirements

Experience in Guest Experience or a related field.
Proficiency in budget forecasting, accounting, and financial oversight.
Experience in programming development and event planning.
Strong vendor management and communication skills.
Experience with guest and private bookings, including scheduling and reservations.
Skills in purchasing supplies and materials.
Experience in marketing, including brand and social strategy, public relations, influencer relations, and digital marketing.
Experience with décor and property styling, including seasonal and holiday décor, and property enhancements.
Ability to design and implement interactive guest spaces.
Experience with décor management and approval processes.
Skills in sourcing for CAPEX projects.
Experience with scheduling software (e.g., Renewal Studio, Bonfire).
Ability to collect collateral requests and submit creative briefs.
Strong brand stewardship and oversight capabilities.
Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

Nice To Haves

Potential career path to Guest Experience Manager.
Experience with HHM Hotels or similar hospitality groups.
Familiarity with Canva for documentation.
Experience working with a Design Team.

Responsibilities

Oversee design and sourcing of all new retail merchandise.
Manage inventory, budget forecasting, accounting, and financial oversight for retail.
Develop programming, create monthly schedules, and design new classes, experiences, and offerings for in-house programming.
Manage vendor communication, scheduling, accounting, and payment coordination for programming.
Handle private class reservations, guest scheduling, vendor scheduling for private experiences, and accounting related to private bookings.
Purchase all supplies and materials required for guest-facing programming.
Create monthly programming schedules for property and off-site teams.
Handle all guest arrangements, pricing, departmental coordination, and on-the-day coordination for engagements.
Oversee planning, development, pricing recommendations, and leadership approval process for in-house events and holiday programming.
Provide operational support, coordinate departments, and manage communication for events.
Execute décor and event setup for events.
Develop group programming, vet and source new group experiences aligned with the Sanctuary brand.
Manage initial vendor setup and accounting coordination for group programming.
Create and maintain group programming cheat sheets for the Sales team.
Document all current group experiences and offerings in Canva.
Oversee seasonal and holiday décor installations and transitions.
Manage seasonal property refreshes.
Design and implement interactive guest spaces, new installations, and experiential elements.
Oversee ongoing property aesthetic enhancements.
Approve all new guest-facing décor items.
Manage department décor requests through the Décor Request SOP.
Oversee check-in/check-out of shared décor inventory.
Source CAPEX projects as requested by the GM.
Manage Renewal Studio scheduling.
Manage Bonfire digital booking scheduling and group block-outs.
Collect collateral requests from departments.
Submit creative briefs to the HHM Design Team.
Conduct final review of guest-facing setups and experiences.
Provide ongoing oversight to ensure property experiences remain brand-aligned, elevated, and consistent with Sanctuary standards.