Guest Experience Manager

Auberge Resorts•Town of Gardiner, NY

2d•$65,000 - $70,000

About The Position

The Guest Experience Manager plays a pivotal role in shaping the guest experience at Wildflower Farms, setting the tone for both guests and team members alike. This position leads the Guest Experience team through every touchpoint of the guest journey from pre-arrival planning through departure and post-stay follow-up - ensuring each interaction is thoughtful, seamless, and reflective of our brand’s commitment to genuine, elevated hospitality.

Requirements

Minimum 3 years as a Concierge/Guest Services leader in the hospitality industry
A genuine affinity for interacting with guests and team members alike
Familiarity with the Hudson Valley area, its geography, recreation, restaurants, events, sights, and other attractions
Ability to handle multiple tasks at the same time seamlessly including operating computer systems, internal guest requests, and outgoing guest communication

Responsibilities

Lead, mentor, and inspire Guest Experience team members through all stages of the guest journey.
Foster a culture of accountability, consistency, and elevated service aligned with Auberge Collection standards.
Provide hands-on leadership, ensuring all required tasks are completed accurately and in a timely manner.
Train, coach, and support team members, addressing performance opportunities and handling escalated guest incidents as needed.
Set and model the highest expectations for hospitality, guest engagement, and professional presentation.
Supervise and mentor the concierge team, ensuring consistent high quality service delivery.
Conduct training sessions on local knowledge, service standards, and best practices for team members.
Influential beyond the Itinerary Design team, influencing property wide standards
Develop and uphold Wildflower Farms Itinerary Design philosophy and service excellence benchmarks.
Streamline systems and improve efficiency of the recruitment process
Support the Guest Services team.
Liaise with experiences team to develop a program based on guest feedback.
Drive revenue and manage budgets.
Oversee the end-to-end guest journey, from pre-arrival communication through departure and post-stay follow-up.
Provide personalized service to guests, including reservations, activities, and tailored recommendations.
Anticipate guest needs and preferences to ensure exceptional, memorable experiences.
Maintain a deep and current understanding of Wildflower Farms dining, entertainment, and cultural offerings to inform guest guidance.
Create genuine, personalized connections with guests, including consistent use of guest names during interactions.
Build loyalty and deeper engagement through attentive service strategies.
Coordinate and execute guest requests and inquiries promptly and thoughtfully.
Handle guest feedback, complaints, and service recovery with care, professionalism, and appropriate follow-up.
Handle notable guests, owner relations, and multi room bookings.
Create a robust surprise and delight program.
Partner with the Director of Rooms and Guest Services leadership to maximize operational efficiency and performance.
Maintain a visible leadership presence at the front of the property, especially during peak guest activity.
Ensure valet and entryway areas are consistently clean, organized, and guest-ready.
Oversee key control systems, ensuring proper logging, storage, and retrieval of guest vehicle keys.
Ensure smooth coordination of Arrival & Departure operations at all times.
Utilize systems and tools to deliver timely, thoughtful, and personalized guest communications.
Maintain open, positive communication with guests, leadership, and cross-functional teams.
Collaborate with appropriate departments to resolve guest needs and enhance the overall guest experience.
Drive improvements in guest satisfaction, team member engagement, and departmental financial performance.
Uphold and enforce all Auberge Resorts Collection service standards and brand expectations.