Guest Experience Manager

Job Description Within the Auberge family, our people always find new ways to look after the business, their guests, and their teammates. Within this, the key responsibilities for this position are: Oversees the day‑to‑day operation and coordination of the Guest Experience, working closely with Concierge, Front Desk, Call Center and Guest Services, and is able to offer support to all other departments as needed. Areas of responsibility include coordinating and working with operational departments within the rooms division, focusing on the experiences of our guests. Responsible for all Guest Experience functions and proper execution: update guest profiles, update & complete guest itineraries, assign amenities, prepare personalized welcome letters and envelopes, cross‑reference guest comments, profile notes, traces & verify room assignments & Notable Guest standards. Enhance the pre‑arrival guest interaction by following up with guests via email or phone to complete the pre‑arrival process. Double‑check the most important details for the guest profile: ETA & ETD, room preference location and view, preference on amenities, snacks and beverages, water etc., requests for extra toiletries or room amenities, time for housekeeping services. Inspect all Notable Guest rooms and itineraries and ensure the set‑up is in accordance with the guest preferences or requests, learn guest behavior and record the notes in the guest profile. Proactively enhance the whole guest experience from post‑arrival to pre‑departure and when required. Act as an ambassador of the hotel by providing guests assistance with reservations, information, amenities, area attractions, spa, and dining bookings, as needed. Work as an active member of the leadership team, creating professional relationships and active involvement with all hotel operations, including but not limited to daily and weekly activities. Qualifications Management & Leadership skills – 2 years minimum experience in Front Office/Guest Services. Detail‑oriented & great multitasking skills. Self‑motivated & curious/eager to learn. Knowledgeable on upselling/sales/guest experience offerings. Compensation The targeted compensation range for this full‑time year‑round, exempt position is $70,000 – $75,000 per year. Benefits Package The comprehensive benefit package includes paid time off, sick and safe time, Medical, Dental and Vision health plans, 401(k) plans with employer contributions, Health and Flexible Spending Account programs, Employee Assistance Program and company stay discounts. Benefits may be subject to generally applicable eligibility, waiting periods, contributions, and other requirements and conditions. Equal Opportunity Employer We are an Equal Opportunity Employer, M/F/D/V. We provide equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. We comply with applicable state and local laws governing non‑discrimination in employment in every location where we have facilities. #J-18808-Ljbffr