Guest Experience Manager

TJO 10 X 10 MANAGEMENT, L.P.•Houston, TX

About The Position

Great Escapes RV Resorts is a growing company specializing in the acquisition, development, and management of RV resorts throughout the United States. We are committed to Excellence, Safety, Communication, Accountability, Patience, and Enthusiasm in all we do. The Guest Experience Manager is responsible for leading and supervising two or more guest-facing and ancillary revenue departments as assigned by the General Manager. Departments may include Registration, Retail, Recreation, Food & Beverage, Event and Rental Spaces, or other revenue-generating guest service areas. This role ensures that every guest interaction reflects a hospitality-first mindset while driving revenue performance, operational consistency, and team accountability. The Guest Experience Manager directly supervises department leaders and team members within their assigned areas, manages scheduling and labor controls, oversees KPI performance, and ensures departments meet brand standards and financial goals. This is a full-time leadership position and a key member of the property leadership team.

Requirements

High School Diploma or GED required
Minimum 2 to 3 years of supervisory experience in hospitality, retail, food service, resort operations, or a related field
Strong understanding of KPI reporting and financial performance metrics
Experience with POS systems and reservation systems required
Strong leadership, coaching, and organizational skills
Excellent written and verbal communication skills
Ability to work weekends, holidays, and peak seasonal periods.

Nice To Haves

Associate or Bachelor’s degree in Hospitality, Business, or related field preferred
Experience managing multiple revenue centers preferred
CPR and First Aid certification preferred

Responsibilities

Champion a culture of hospitality and service excellence across assigned departments.
Ensure all guest touchpoints within supervised areas exceed expectations
Monitor guest satisfaction scores, online reviews, and feedback trends related to supervised departments.
Resolve escalated guest concerns promptly and professionally.
Model patience, professionalism, and enthusiasm in all guest and team interactions.
Supervise two or more assigned guest-facing or ancillary revenue departments.
Recruit, hire, train, coach, and evaluate team members within supervised areas.
Create and manage department schedules aligned with occupancy forecasts and operational demand.
Maintain appropriate staffing levels while controlling labor costs.
Conduct performance reviews and provide ongoing coaching and accountability.
Lead department meetings and participate in property leadership meetings.
Ensure compliance with company policies, safety standards, and operational procedures.
Monitor and manage department-specific KPIs applicable to assigned areas, which may include:
Analyze daily and weekly reports to identify trends, gaps, and opportunities.
Implement corrective action plans to improve financial or service performance.
Assist with annual budgeting and forecasting for supervised departments.
Ensure proper cash handling procedures and reconciliation processes.
Oversee ordering and replenishment of inventory, supplies, and materials within assigned departments.
Submit purchase requests or execute approved purchasing within established budget parameters.
Maintain appropriate stock levels based on seasonality and occupancy forecasts.
Monitor COGS performance and identify waste, shrink, or over-ordering trends.
Ensure proper receiving procedures and invoice reconciliation in coordination with accounting.
Ensure daily opening and closing procedures are executed accurately within assigned departments.
Maintain written SOPs and checklists for supervised areas.
Conduct routine audits to ensure compliance with merchandising standards, cleanliness, food safety regulations where applicable, and brand expectations.
Ensure all team members are trained in POS systems, reservation systems, guest engagement, and upselling techniques relevant to their department.
Coordinate with Marketing to support on-site promotion of activities, retail specials, food offerings, and rental events.
Collaborate with Facilities to ensure guest areas are safe, clean, and well maintained.
Oversee booking coordination, space preparation, and event execution.
Ensure contracts, payments, and documentation are properly processed.
Maintain cleanliness, readiness, and presentation standards for rental facilities.
Coordinate with Facilities and Marketing to support successful event delivery.
Monitor rental revenue performance and guest satisfaction.
Ensure compliance with health department regulations, food safety standards, and cost controls.
Maintain merchandising standards, inventory accuracy, and margin performance.
Ensure activity programming aligns with seasonal themes and guest demographics while maintaining safety standards.
Ensure efficient check-in and check-out procedures, reservation accuracy, and upsell performance.