Description

Summary

Position Summary

The Guest Experience & VIP Supervisor is responsible for creating exceptional pre-arrival experiences for our guests through proactive communication, personalized itinerary planning, and seamless coordination with on-property teams. This remote leadership role serves as the primary point of contact for guest outreach prior to arrival, ensuring every stay is thoughtfully curated and executed to the highest luxury hospitality standards.

In addition to overseeing the pre-arrival guest experience, this position provides leadership and support to the Concierge team while partnering closely with the Front Office to ensure a seamless arrival experience from reservation through departure.

Essential Responsibilities

Guest Experience & Pre-Arrival

• Conduct personalized pre-arrival outreach to guests via email and phone.
• Manage the Guest Experience inbox, ensuring timely, professional, and personalized responses.
• Build customized itineraries based on guest preferences, celebrations, and special occasions.
• Coordinate dining reservations, activities, transportation, spa appointments, and other resort experiences.
• Anticipate guest needs by reviewing guest history, preferences, and loyalty information.
• Ensure all guest requests are accurately documented and communicated to operational departments.
• Identify opportunities to create memorable "wow" moments and personalized touches.

VIP & Luxury Experience

• Coordinate all VIP arrivals, amenities, and special requests.
• Collaborate with department leaders to execute personalized guest experiences.
• Ensure all VIP details are communicated accurately before guest arrival.
• Monitor upcoming arrivals to ensure no guest requests are overlooked.

Leadership & Operations

• Provide day-to-day leadership, coaching, and support to the Concierge team.
• Partner closely with the Front Office leadership team to ensure operational readiness for arrivals.
• Assist with guest recovery opportunities and service escalations as needed.
• Maintain Forbes standards while supporting departmental goals.
• Review daily arrivals and prioritize outreach based on guest profile and reservation details.
• Support coverage for Concierge and Front Office functions when operationally necessary.
• Monitor departmental communication and ensure timely follow-up on outstanding requests.
• Assist with on going training and onboarding of Concierge team members.
• Partner with Housekeeping, Food & Beverage, Spa, Activities, Transportation, and other departments to coordinate guest experiences.
• Maintain effective communication with on-property leadership regarding guest expectations and operational needs.
• Support special events, buyouts, and high-profile guest experiences.

This is a salaried position with compensation at $64,000.

We Offer Excellent Benefits:

• Free room nights, Discounted and Friends & Family Room Rates
• Medical, Prescription, Dental and Vision Insurance
• 401K with company match
• Paid Vacation, sick days, new child leave, and personal day
• Paid Family Bonding Time and Adoption Assistance
• Tuition Reimbursement
• Free colleague meals during shift
• Employee Stock Purchase Plan
• Discounts at various retailers- Apple, AT&T, Verizon, Headspace and many more

Qualifications

• Minimum 2-3 years of luxury hospitality experience.
• Previous experience in Concierge, Front Office, Guest Relations, or VIP Services preferred.
• Prior supervisory or leadership experience preferred.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Exceptional attention to detail.
• Strong problem-solving and decision-making skills.
• Proficiency with hotel property management systems and Microsoft Office.
• Ability to work independently in a remote environment while maintaining close collaboration with on-property teams.

Success Measures

The Guest Experience Manager will be evaluated on:

• Timeliness and quality of pre-arrival guest outreach.
• Guest satisfaction and service recovery outcomes.
• Accuracy and execution of personalized itineraries.
• VIP arrival readiness.
• Concierge team support and development.
• Communication and collaboration with operational departments.
• Overall enhancement of the luxury guest experience from pre-arrival through arrival

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.