Guest Experience Manager

Tiempo Completo

Trinchera Ranch, a premier private guest ranch in the stunning Sangre de Cristo Mountains, is seeking a Guest Experience Manager to deliver an exceptional, personalized experience for every guest. As a key representative of hospitality, this role oversees guest communications, experience planning, and the coordination of housekeeping, spa, and activity services. The ideal candidate is detail-oriented, proactive, and passionate about creating memorable moments in a world-class setting.

Essential Duties/Responsibilities:

Guest Experience & Communication 

• Serve as the primary point of contact for guests through the pre-arrival process; gathers preferences, dietary restrictions, allergies, medical needs, activity interest, arrival method and timing.
• Manage communications via email, phone, and text, ensuring clarity, warmth, and professionalism.
• Create and manage individualized guest itineraries tailored to age, interests, and group composition.
• Coordinate with team to greet and bid farewell to guests, ensuring seamless arrivals and departures.
• Conduct end-of-day/evening check-ins with guests to confirm next-day activities and address special requests.

Operational Coordination 

• Coordinate with Housekeeping, Activities and Wellness departments to deliver consistent, high-quality service.
• Coordinate with the Hospitality Administrator regarding check-in and check-out processes, including incidentals and invoicing.
• Ensure all guest itinerary and service data is accurately recorded and maintained in the guests reservations system (such as Resort Data Processing (RDP) system).
• Assist with other duties as required.

Property Standards & Supervision 

• Conduct daily walkthroughs to ensure guest rooms are in pristine condition; welcome amenities, welcome cards and itineraries are placed; mini bars are properly stocked and presented.
• Promptly report issues to Housekeeping, Maintenance, or Landscaping teams.
• Uphold and promote sustainability and conservation principles in all guest and staff interactions.
• Support the design and coordination of unique guest experiences in collaboration with consultants and the Director of Hospitality.
• Actively contribute ideas for risk prevention and guest/staff safety; serve in the rotation for manager on duty in the emergency response plan.

Internal & External Collaboration 

• Internal Teams: Restaurant & Bar, Guest Relations, Spa/Fitness, HR, Reservations, Landscaping, Maintenance, Finance, and others.
• External Partners: Travel providers, tour guides, local artisans, wellness specialists, and other service vendors.
• Objective: Maintain seamless communication, uphold service excellence, and deliver personalized, enriching guest experiences.

Job Qualifications:

Knowledge: Professionalism, integrity, warmth, and empathy. Possess and maintain a valid driver’s license and maintain an acceptable motor vehicle driving record.

Skill: Exceptional communication and interpersonal skills. Strong leadership and organizational abilities. Commitment to service excellence and guest satisfaction. Familiarity with hospitality software systems (e.g., Skill or similar platforms).

Ability: Problem solving, initiative, team-oriented leadership, adaptability, poise under pressure, and attention to detail.

Education: High school diploma required; university-level studies in Hospitality or Business Administration preferred.

Experience: Minimum 5 years in luxury hospitality, concierge, or guest services roles. Proven experience managing cross-functional service teams.

All offers of employment are contingent upon the successful completion of a reference check, employment and education verification, and a criminal conviction record check.

This is a full-time position, paid salary. We offer competitive compensation and excellent benefits including health, dental, vision insurance, 401(k), employee assistance program, life insurance, paid time off, and more.