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Guest Experience Manager

4 months ago

Sunnyside, United States St. Joe Company Full time

Watersound Beach Club and Watersound Inn are premier destinations nestled along the stunning shores of Florida's Gulf Coast. Known for their exceptional service, luxurious accommodations, and breathtaking beachfront views, these establishments cater to guests seeking an unparalleled experience of relaxation and indulgence. Our commitment to providing unforgettable moments and fostering a warm, welcoming atmosphere sets us apart in the hospitality industry.

Job Description:

As the Guest Experience Manager at Watersound Beach Club and Watersound Inn, you will play a pivotal role in ensuring that every guest enjoys a seamless, memorable, and delightful stay. You will be responsible for overseeing all aspects of guest interactions, from pre-arrival arrangements to post-departure feedback. Your primary objective will be to uphold our reputation for unparalleled service excellence and create an environment where guests feel valued, cared for, and eager to return.

Key Responsibilities:

* Manage Watersound Inn Operations Team to ensure efficient arrival & departure procedures, accurate billing, housekeeping quality, and timely resolution of guest issues.
* Develop policies and procedures supporting; addressing inquiries, requests, concerns promptly and courteously. Anticipate guest needs and personalize experiences to exceed expectations delivering a luxury experience.
* Leading Housekeeping Team of entire facility; Beach Club and Inn. Conduct regular inspections of guest rooms, public areas, and facilities to ensure cleanliness, functionality, and adherence to brand standards. Take proactive measures to address any deficiencies promptly.
* Spearheading the Total Quality Management of the entire facility; Solicit feedback from guests through surveys, reviews, and direct communication. Analyze feedback to identify trends, areas for improvement, and opportunities to enhance guest satisfaction.
* Lead, mentor, and motivate a team of hospitality professionals, fostering a culture of excellence, teamwork, and continuous improvement. Provide ongoing training and development to enhance staff skills and performance.
* Cultivate relationships with external vendors and service providers to secure competitive pricing, negotiate contracts, and maintain high-quality standards for outsourced services.
* Act as a point of contact during emergencies or crises, implementing appropriate protocols to ensure the safety and well-being of guests and staff.



Qualifications

Qualifications:

* Bachelor's degree in hospitality management, Business Administration, or related field (preferred).
* Proven experience in hospitality management, rental management, with at least 5+ years in a guest-facing role.
* Strong leadership skills with the ability to inspire and motivate a diverse team.
* Excellent communication, interpersonal, and problem-solving abilities.
* Exceptional organizational skills and attention to detail.
* Proficiency in property management systems (PMS) and guest service software.
* Knowledge of local attractions, dining options, and recreational activities.
* Flexibility to work evenings, weekends, and holidays as needed.