Guest Experience Manager

Rebel Hotel Company; Santa Barbara (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

El Encanto seeks a Guest Experience Manager to lead the Concierge and Guest Experience teams, elevating the guest journey from pre-arrival to post-departure. This role champions intuitive, personalized service and ensures interactions reflect luxury standards.

You will drive operational excellence, oversee cross-functional execution, and support the Director of Front Office in advancing guest satisfaction. Responsibilities include leading the team, translating guest feedback into service

Qualifications

• Experience leading Concierge and Guest Experience teams in luxury settings.
• Proven ability to translate feedback into service improvements.
• Strong leadership and coaching skills for a multi-department environment.

Responsibilities

• Champion the guest journey across departments to deliver personalized service.
• Lead pre-arrival planning, amenity coordination, preference recognition, and special requests.
• Own guest feedback and satisfaction insights to drive service enhancements.
• Optimize ALICE to improve guest communications, coordination, and follow-through.
• Develop the Concierge and Guest Experience teams to deliver luxury service.

Skills

Guest Experience

Leadership

Team Development

ALICE System

Tools

ALICE System

Job description

The Guest Experience Manager leads and elevates the guest journey from pre-arrival through post-departure. Overseeing Concierge and Guest Experience, this leader champions intuitive, personalized service and ensures every interaction reflects the exceptional standards of El Encanto. The role drives operational excellence, strengthens cross-functional execution, and supports the Director of Front Office in advancing guest satisfaction and luxury service standards.

Key responsibilities include elevating LQA performance, translating guest feedback into service improvements, and ensuring seamless execution of guest requests through ALICE. As a visible ambassador of the guest experience, this leader strengthens loyalty and protects the resort’s reputation through consistent, thoughtful, and highly personalized service.

Main Duties And Responsibilities

Guest Experience & Service Excellence

• Champion the guest journey across departments to ensure seamless, anticipatory, and personalized service.
• Lead pre-arrival guest experience planning, amenity coordination, preference recognition, and special request execution.
• Lead the Concierge team in delivering exceptional local expertise, thoughtful recommendations, and polished guest engagement.
• Own guest feedback and satisfaction insights, identify trends, and lead meaningful service enhancements.
• Resolve complex guest concerns and service recovery situations with discretion, empathy, sound judgment, and poise.
• Optimize ALICE to strengthen guest communication, operational coordination, timely follow-through, and accountability.

Leadership & Team Development

• Inspire, coach, and develop the Concierge and Guest Experience teams to consistently deliver exceptional luxury service.
• Cultivate a high-performance culture grounded in anticipatory service, empathy, collaboration, and accountability.
• Serve as a visible role model for refined guest interaction, leadership presence, team culture, and operational standards.
• Deliver ongoing coaching and training that elevates communication, service etiquette, luxury presence, and problem resolution.

Leadership & Team Development

• Inspire, coach, and develop the Concierge and Guest Experience teams to consistently deliver exceptional luxury service.
• Cultivate a high-performance culture grounded in anticipatory service, empathy, collaboration, and accountability.
• Serve as a visible role model for refined guest interaction, leadership presence, team culture, and operational standards.
• Deliver ongoing coaching and training that elevates communication, service etiquette, luxury presence, and problem resolution.

Operational Oversight

• Lead guest recognition and preference initiatives, ensuring meaningful details are captured and activated throughout the guest journey.
• Maintain a strong presence in daily operations, anticipating service opportunities and ensuring flawless execution of guest-facing priorities.
• Analyze Glitch reports, guest feedback, and service trends to drive corrective action and continuous improvement.
• Build strong cross-departmental partnerships to align service delivery with evolving guest needs and expectations.