Guest Experience Manager

Pinebrook • East Stroudsburg, PA

1d • Onsite

About The Position

Spruce Lake Ministries, located in the Pocono Mountains, provides lodging, meeting spaces, and meals for Christian church, family, and corporate groups. The Guest Experience Manager (GEM) is responsible for orchestrating the entire guest journey, from arrival to post-stay, ensuring high-quality and personalized experiences. This role involves leading front-line operations staff, collaborating with other departments, analyzing guest satisfaction, and resolving escalated service issues to enhance guest loyalty. The GEM is a member of the Pinebrook Leadership Team and must possess spiritual maturity, align with the organization's vision and values, and demonstrate inspirational leadership and management abilities. The position requires a Christ-like conduct and is accountable to the Pinebrook Director, supervising Operations Technicians, Seasonal Ministry Assistants, and Volunteers.

Requirements

• Possess spiritual maturity, taking initiative to personally grow, and encourage others to grow in their relationship with Jesus Christ.
• Fully embrace and align with SLM's vision, core purpose, statement of faith and core values.
• Demonstrates combined evidence of inspirational leadership and management abilities.
• Conduct him/herself behaviorally in a manner that is above reproach, realizing that the greatest potential for ministry is achieved through the witness of Christ-like individuals.
• Two plus years proven, progressive experience in guest service management and supervision of operations employees.
• Excellent interpersonal skills for interacting with guests and guiding staff.
• Technical familiarity and proficiency with hotel reservation software, Microsoft office suite, and digital engagement tools.
• Ability to remain calm under pressure and adapt to shifting priorities.
• Must be authorized to work in the US.
• Must be able to pass FBI Criminal Background fingerprint clearance, PA Child Abuse Clearance and PA Criminal History Clearance.

Nice To Haves

• First Aid, CPR and AED certified preferred (or willing to get certified).
• Lifeguard and/or adventure program certified (or willing to get certified).

Responsibilities

• Orchestrate the guest journey from arrival to in-house and post-stay to ensure memorable, high-quality, and personalized experiences.
• Lead the front-line operations staff.
• Collaborate across departments to manage guest and/or group leader interactions.
• Analyze satisfaction metrics.
• Resolve escalated service complaints to boost retention and guest loyalty.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees