Guest Experience Manager

The Guest Experience Manager plays a pivotal role in shaping the guest experience at Wildflower Farms setting the tone for both guests and team members alike. This position leads the Guest Experience team through every touchpoint of the guest journey from pre-arrival planning through departure and post-stay follow-up - ensuring each interaction is thoughtful seamless and reflective of our brands commitment to genuine elevated hospitality.

Core Responsibilities

Leadership & Team Development

• Lead mentor and inspire Guest Experience team members through all stages of the guest journey.
• Foster a culture of accountability consistency and elevated service aligned with Auberge Collection standards.
• Provide hands-on leadership ensuring all required tasks are completed accurately and in a timely manner.
• Train coach and support team members addressing performance opportunities and handling escalated guest incidents as needed.
• Set and model the highest expectations for hospitality guest engagement and professional presentation.
• Supervise and mentor the concierge team ensuring consistent high quality service delivery. 
• Conduct training sessions on local knowledge service standards and best practices for team members. 
• Influential beyond the Itinerary Design team influencing property wide standards
• Develop and uphold Wildflower Farms Itinerary Design philosophy and service excellence benchmarks.
• Streamline systems and improve efficiency of the recruitment process
• Support the Guest Services team.
• Liaise with experiences team to develop a program based on guest feedback. 
• Drive revenue and manage budgets. 

Guest Experience & Service Excellence

• Oversee the end-to-end guest journey from pre-arrival communication through departure and post-stay follow-up.
• Provide personalized service to guests including reservations activities and tailored recommendations.
• Anticipate guest needs and preferences to ensure exceptional memorable experiences. 
• Maintain a deep and current understanding of Wildflower Farms dining entertainment and cultural offerings to inform guest guidance.
• Create genuine personalized connections with guests including consistent use of guest names during interactions.
• Build loyalty and deeper engagement through attentive service strategies.
• Coordinate and execute guest requests and inquiries promptly and thoughtfully.
• Handle guest feedback complaints and service recovery with care professionalism and appropriate follow-up.
• Handle notable guests owner relations and multi room bookings. 
• Create a robust surprise and delight program. 

Operations & Front-of-House Oversight

• Partner with the Director of Rooms and Guest Services leadership to maximize operational efficiency and performance.
• Maintain a visible leadership presence at the front of the property especially during peak guest activity.
• Ensure valet and entryway areas are consistently clean organized and guest-ready.
• Oversee key control systems ensuring proper logging storage and retrieval of guest vehicle keys.
• Ensure smooth coordination of Arrival & Departure operations at all times.

Communication & Collaboration

• Utilize systems and tools to deliver timely thoughtful and personalized guest communications.
• Maintain open positive communication with guests leadership and cross-functional teams.
• Collaborate with appropriate departments to resolve guest needs and enhance the overall guest experience.

Performance & Brand Standards

• Drive improvements in guest satisfaction team member engagement and departmental financial performance.
• Uphold and enforce all Auberge Resorts Collection service standards and brand expectations.

Pay Range: $65000 - $70000/year

Qualifications :

• Minimum 3 years as a Concierge/Guest Services leader in the hospitality industry
• A genuine affinity for interacting with guests and team members alike 
• Familiarity with the Hudson Valley area its geography recreation restaurants events sights and other attractions
• Ability to handle multiple tasks at the same time seamlessly including operating computer systems internal guest requests and outgoing guest communication

Additional Information :

About Auberge Collection
Auberge Collection is a portfolio of extraordinary hotels resorts residences and private clubs. While each property is unique all share a crafted approach to luxury and bring the soul of the locale to life through captivating design exceptional cuisine innovative wellbeing and gracious yet unobtrusive service. With 30 one-of-a-kind hotels resorts and residences Auberge invites guests to create unforgettable stories in some of the worlds most desirable destinations.

For more information:

Connect with Auberge Collection on Instagram TikTok Facebook and LinkedIn @Auberge and #AlwaysAuberge

About Friedkin
Friedkin is a privately held family of global brands spanning automotive entertainment hospitality investments and sports.

Founded in 1969 and headquartered in Houston Texas the company is led by Chief Executive Dan Friedkin and united by a mission to build breakthrough brands that redefine the status quo.

The Friedkin portfolio includes Gulf States Toyota 30WEST Accelerated Solutions Group AS Roma Ascent Automotive Group Auberge Collection Congaree Copilot Capital Diamond Creek Everton Football Club GSFSGroup Imperative Entertainment Legendary Expeditions NEON Northside Lexus Pursuit Sports The Friedkin Group International USAL and Westside Lexus.

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Shinrin Yoku LLC is an Equal Opportunity Employer M/F/D/V. Shinrin Yoku LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race color religion sex national origin age disability or addition to federal law requirements Shinrin Yoku LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Remote Work :

No

Employment Type :

Full-time