Encore Experience Specialist

The Crane Resort; Town of Texas (WI); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health and life insurance

Staff discounts on stays

Exclusive resort discounts

Affiliate resort rates

Gym membership discounts

Job summary

The Crane Resort is seeking an Encore Experience Specialist to deliver personalised guest experiences and drive revenue through return visit packages and Lifestyle Resort Preview appointments. You will coordinate guest journeys, build meaningful relationships and tailor recommendations while collaborating with multiple departments to ensure exceptional service and brand loyalty.

Ideal candidates have 2+ years in hospitality, strong communication and relationship-building skills, and experience

Qualifications

• Minimum two years in hospitality or guest services.
• Experience delivering personalised guest experiences in luxury hospitality preferred.
• Experience in consultative selling or revenue-generating roles preferred.

Responsibilities

• Deliver exceptional, personalised service throughout the guest journey from pre-arrival to departure.
• Build relationships with guests by anticipating needs and creating memorable experiences.
• Curate tailored itineraries and coordinate dining, spa, activities, transportation and resort amenities.
• Promote and sell return visit packages and lifestyle resort previews.
• Collaborate with Front Office, Marketing and other departments to ensure seamless guest experiences.

Skills

Guest service

Sales - consultative

Relationship building

Communication skills

Multi-tasking

Luxury hospitality knowledge

PMS knowledge (Opera/VOICE)

Microsoft Office

Education

Secondary education

Associate degree in hospitality/tourism

Tools

Opera PMS

VOICE

Microsoft Office

Job description

Company Overview

Millennium Investments is a leading force in construction and real estate development, with a legacy of creating world‑class properties like The Crane and East Resort. Our commitment to innovation, quality, and excellence drives every project we undertake. We invite you to join our team of over 600 employees, to work at one of the most unique hospitality properties in Barbados and the oldest operating hotel in the Caribbean.

Position Summary

We are seeking an Encore Experience Specialist to join our dynamic team and play a key role in supporting the Encore function within our organisation. In this position, you will be eligible for employee benefits such as health and life insurance, exclusive employee discounts in our Food & Beverage Outlets, exclusive discounts to stay at our resorts, exclusive rates for 50+ affiliate resorts worldwide and discounts on gym membership.

Applications open to Barbadian nationals, CARICOM Nationals eligible to work in Barbados or eligible for Free Movement of Skills/Labour Certificate and Foreign Nationals with permission to reside and work in Barbados.

Role Overview

The Encore Experience Specialist serves as a brand ambassador for The Crane Resort by delivering personalised guest experiences while driving revenue through return visit package sales and Lifestyle Resort Preview appointments. Coordinates seamless guest journeys from pre‑arrival to departure, building meaningful relationships, anticipating guest needs and providing tailored recommendations. Works closely with operational departments to ensure exceptional service, enhance guest satisfaction, strengthen brand loyalty and support long‑term ownership opportunities.

Main Key Responsibilities

• Deliver exceptional, personalised service throughout the guest journey, from pre‑arrival to departure.
• Build meaningful relationships with guests by anticipating their needs and creating memorable experiences.
• Curate tailored itineraries, coordinating dining, spa, activities, transportation and resort amenities.
• Promote and sell return visit packages while generating qualified Lifestyle Resort Preview appointments through a consultative, guest‑first approach.
• Showcase The Crane Resort's luxury offerings and Barbadian lifestyle experiences with confidence and professionalism.
• Collaborate with Front Office, Marketing and other departments to ensure seamless guest experiences.
• Maintain accurate guest records, appointments and sales activity while safeguarding confidential information.
• Contribute to departmental sales, revenue and guest satisfaction targets through outstanding service and relationship management.
• Complete all administrative, reporting and follow‑up responsibilities accurately and in a timely manner.
• Perform other duties as assigned in support of departmental and organisational objectives.

Required Skills & Qualifications

• Secondary school education or equivalent.
• Associate Degree in Hospitality, Tourism, Business or a related discipline preferred.
• Customer service, sales or hospitality certification would be an asset.
• Minimum of two (2) years' experience in hospitality, guest services, tourism, sales, concierge or another customer‑facing role.
• Experience delivering personalised guest experiences in a luxury hospitality environment preferred.
• Experience in consultative selling, relationship management or other revenue‑generating roles preferred.
• Experience working with high‑value clientele, memberships, ownership programmes or lifestyle products would be an asset.
• Excellent verbal, written and interpersonal communication skills.
• Strong relationship‑building, customer engagement and consultative selling skills.
• Ability to anticipate guest needs and deliver personalised experiences.
• Confident in presenting products, services and experiences to guests.
• Strong organisational, time management and multitasking skills, with the ability to prioritise effectively in a fast‑paced environment.
• Strong problem‑solving and decision‑making abilities.
• Ability to work independently and collaboratively as part of a team.
• Professional appearance and confident, customer‑focused demeanour.
• Knowledge of luxury hospitality standards and exceptional guest service practices.
• Knowledge of local attractions, activities and tourism offerings.
• Working knowledge of Property Management Systems (Opera and VOICE preferred).
• Proficiency in Microsoft Office applications.
• Understanding of guest privacy, confidentiality and professional service standards.
• Knowledge of consultative sales and relationship management principles.

Desired Qualities

• Guest‑focused with a genuine passion for delivering exceptional service experiences.
• Professional, polished and well‑presented with a confident and approachable demeanour.
• Strong relationship‑building skills with the ability to connect authentically with guests, owners and colleagues.
• Positive, self‑motivated and results‑oriented with a commitment to service excellence.
• Adaptable and solution‑focused, with the ability to remain effective in a fast‑paced luxury hospitality environment.
• Trustworthy, ethical and committed to maintaining guest confidentiality and professional standards.
• Resilient and able to manage multiple priorities while maintaining attention to detail.
• Experience in luxury hospitality, resort operations, concierge, guest relations or customer experience roles would be an asset.
• Experience in vacation ownership, membership sales or lifestyle products would be an asset.
• Knowledge of Barbados tourism products, attractions and experiences would be an asset.
• Experience using Opera PMS, VOICE or similar hospitality systems would be an asset.
• Comfortable standing and walking for extended periods while assisting guests throughout the resort.
• Able to navigate between departments and engage with guests in various resort environments.
• Comfortable using computers, office equipment and managing both physical and electronic documentation.
• Able to maintain focus, accuracy and professionalism while managing multiple guest requests throughout the workday.

Applications close on July 24, 2026.

Please note that only suitably qualified applicants will be invited to interview.