Resort Experience Manager

The Resort Experience Manager is integral to orchestrating and optimizing guest experiences throughout the resort. This multifaceted role encompasses overseeing recreation, family activities, wellness, upselling, and unique dining experiences. Leading an Experiences team, the manager ensures each guest encounter reflects the resort's mission, vision, and brand standards. By promoting innovation and continuous improvement, the Resort Experience Manager enhances guest satisfaction, loyalty, and revenue generation.

CANDIDATE PROFILE

Education and Experience

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• Minimum of 5 years of progressive experience in guest services, recreation, F&B, or related areas within the hospitality industry.

CORE WORK ACTIVITIES

Guest Experience Enhancement:

• Develop and implement comprehensive strategies to elevate the overall guest experience, encompassing all touchpoints throughout the guest journey.
• Collaborate closely with department heads to conceptualize and execute innovative guest engagement initiatives and personalized experiences.
• Conduct regular reviews of guest feedback and satisfaction scores to identify areas for enhancement and implement proactive measures.

Recreation and Family Activities:

• Oversee the planning, coordination, and execution of a diverse range of recreational and family-oriented activities, ensuring alignment with guest preferences and demographic profiles.
• Work collaboratively with the Experiences team to design engaging and memorable programs that cater to guests of all ages and interests.
• Monitor activity participation rates, guest feedback, and industry trends to continuously refine and enhance offerings.

Wellness and Spa Services:

• Partner with the spa and wellness team to develop holistic wellness programs and services that promote relaxation, rejuvenation, and overall well-being.
• Regularly assess guest feedback and market trends to evolve and expand wellness offerings, ensuring alignment with the resort's brand identity and positioning.
• Drive awareness and engagement with wellness initiatives through targeted marketing campaigns and promotional activities.

Upselling and Revenue Optimization:

• Collaborate closely with the sales and marketing team to identify upselling opportunities and develop strategic initiatives to maximize revenue generation.
• Provide guidance and training to frontline staff on effective upselling techniques and strategies, emphasizing the value proposition and benefits to guests.
• Analyze revenue performance metrics and guest spending patterns to identify opportunities for upselling and cross-selling across various resort amenities and services.

Food and Beverage Experience:

• Partner with the F&B team to curate exceptional dining experiences that showcase culinary excellence and local flavors.
• Conceptualize and execute themed dining events, special promotions, and culinary experiences that resonate with guests and enhance their overall resort experience.
• Monitor F&B service quality, guest feedback, and dining trends to drive continuous improvement and maintain a competitive edge in the market.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Records guest issues in the guest response tracking system.
• Reviews comment cards and guest satisfaction results with employees.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
Participates as needed in the investigation of employee and guest accidents.