Luxury Guest Experience Leader

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

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