Guest Experience Manager

El Encanto, A Belmond Hotel, has been meticulously restored to capture all the romance and glamour that endeared it to both the local Santa Barbara community and visitors alike. Ninety-two quintessential, California-styled suites and bungalows, terraced grounds featuring seven-acres of gloriously landscaped gardens with sweeping views of Santa Barbara and the Pacific Ocean. Original architectural features have been lovingly restored, including the historic, trellis-lined Arbor and Lily Pond. Modern additions to the expansive outdoor zero-edge pool and a new beautifully appointed boutique spa enhance the journey for today’s luxury-seeking guest. With our vast offerings, the opportunities to craft a unique career here are endless.

As the Guest Experience Manager, you will be pivotal in curating exceptional guest journeys at El Encanto, a Belmond Hotel. Overseeing both the Concierge and Reservations departments, you will ensure seamless guest interactions from pre-arrival communication to post-stay feedback, all while driving outstanding service excellence and maximizing room revenue.

You will lead the Concierge Department, ensuring the highest professionalism, efficiency, and personalized service standards. Additionally, you will support the Director of Rooms, overseeing all aspects of Front-of-the-House Operations, focusing on guest satisfaction, operational excellence, and compliance with Belmond’s luxury service standards. A key part of your role will be enhancing LQA/Forbes performance, ensuring meticulous attention to detail, and fostering a culture of perfection across the resort.

Beyond guest-facing interactions, you will manage guest feedback channels, including Review Pro metrics, ensuring steady improvement through training and coaching. You will also oversee the proper utilization of ALICE throughout the property, guaranteeing that all guest requests and operational tasks are executed flawlessly. Your leadership will enhance guest satisfaction, employee engagement, and overall profitability, making every stay at El Encanto an unforgettable experience.If you’re looking to develop your skills and be part of the future of luxury, this is your moment.

Main Responsibilities:

• Oversee all Guest Service Experience Operations, ensuring seamless guest experiences.
• Implement and maintain guest preference programs and service standards.
• Ensure compliance with Forbes 5-Star and Leading Quality Standards.
• Manage Guest Experience, training, and response processes.
• Conduct pre-arrival planning and coordinated guest requests across departments.
• Handle guest concerns and incidents professionally, ensuring satisfaction.
• Monitor and improve guest feedback, scores, and overall experience.
• Display a proactive and leading role in terms of service, culture, development, team image, systems, procedures, and skill development. 
• Remains current on business trends and local activities. 
• Review Glitch reports and take effective measures to correct guest-related issues. 
• Perform additional tasks as needed.

Behavioral Skills:

• Leadership 
• Interpersonal Communication 
• Team Spirit 
• Proactivity 
• Empathy
• Organization
• Sense of urgency 
• Spirit of service 

Skills:

• Knowledge of hotels and competitive markets. 

• Must possess computer skills, including, but not limited to, Microsoft Word and Excel.  

• Excellent interpersonal and sales-related skills. 
• Exceptional organizational and supervisory skills. 

Requirements:

• Bachelor’s degree in administration or related field. 

• Minimum (2) Years as a Manager or Assistant Rooms Manager. 

• Must have Property Management Systems experience.

• Must be able to read and write to facilitate the communication process. 
• Excellent communication skills (verbal, written)

At El Encanto, we pride ourselves on fostering a culture of kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks, and benefits, including:

Medical, Dental, and Vision coverage. In addition, the company pays for basic life and AD&D as well as short-term disability. Team members can choose additional coverage, including voluntary life/AD&D, spouse life/AD&D, dependent life, critical care, hospital indemnity, accident, and flexible spending.

The Company offers paid time off, sick pay, a 401(k) program with company matching, and an employee assistance program. Team members also enjoy free cafeteria meals and discounts on food and beverages, spa treatments, and retail boutique items.

The Discovering Belmond program offers team members complimentary accommodation at any Belmond hotel and resort while on leisure travel outside their region. It also offers food and beverages at a discounted rate. In addition to the complimentary offers, discount rates are available for safaris, trains, and cruises.

This is your moment. Apply today! 

https://careers.belmond.com

Compensation is $70,000 to $80,000.