Guest Experience Manager

Sanctuary Camelback Mountain is an award-winning luxury boutique resort set against the iconic Camelback Mountain in Paradise Valley, Arizona. Our intimate hideaway features beautifully appointed casitas, a world-class spa, elements restaurant, jade bar, and exceptional resort amenities, all designed to deliver an effortlessly elegant guest experience.

At Sanctuary, our people are at the heart of everything we do. Guided by our North Star Vision and Spirit of Service, we believe everyone has a place with us and is valued and understood. The soul of Sanctuary sets the stage for authentic connections and intentional experiences beyond imagination, instilling a sense of spiritual belonging for our guests and one another.

We bring our North Star to life by leading with service, respect, teamwork, integrity, trust, ownership, and a spirit of fun. We are committed to developing our team members, encouraging collaboration, and creating an inspiring hospitality environment where every interaction reflects the genuine care, personalized service, and meaningful connections that define the Sanctuary experience.

JOB SUMMARY

The Guest Experience Manager is a key leader within the Rooms Division and serves as the primary point of contact for VIP guests, overseeing their experience from pre-arrival through departure. This role leads the daily execution of the resort’s VIP and guest recognition program, ensuring personalized service, thoughtful planning, and seamless communication throughout each guest’s stay. The Guest Experience Manager works closely with all other departments to anticipate guest needs, coordinate special requests and experiences, and ensure a seamless luxury experience.

As a visible and engaged hospitality leader, this role builds strong relationships with guests and team members, proactively identifies opportunities to enhance the guest experience, and ensures VIP arrivals and stays are handled with exceptional care, attention to detail, and personalization.

Guided by Sanctuary's North Star Vision and Spirit of Service, this role fosters authentic connections and intentional experiences beyond imagination where guests feel valued, understood, and cared for.

JOB FUNCTIONS

Note: the following duties and responsibilities are not all-inclusive.

• Oversee the daily operations of the Guest Relations department, coordination of VIP arrivals/in-house/departures and other guest services, ensuring consistently excellent service standards.
• Manage pre-arrival outreach to enhance the guest experience while on property.
• Serve as a public-facing point of contact for guest requests, complaints, and opportunities, addressing issues to guests' satisfaction and in compliance with resort policies.
• Work with other departments to ensure VIP guest requests are anticipated, addressed, and provided for.
• Provide superior service by understanding and anticipating guest requests for services or amenities that enhance their experience.
• Coordinate VIP arrivals, departures, and special requests.
• Review expected VIP arrivals and departures, verifying amenities and arrangements.
• Inspect all VIP rooms and villas prior to arrival.
• Maintain a database of guest preferences, special dates (birthdays, anniversaries), and habits.
• Develop and implement VIP guest relations initiatives and programs, including special events and seasonal activities.
• Make, adjust, and cancel VIP guest reservations for guest rooms, villas, or at any of the dining outlets.
• Greet VIP guests and guide them to their tables.
• Answer VIP guest questions regarding food, drinks, and specials.
• Resolve VIP guest complaints or disputes.
• Collaborate with other departments (e.g., housekeeping, maintenance, F&B) to ensure seamless communication and cohesive VIP guest experience.
• Address VIP guest inquiries, requests, or issues promptly and professionally, ensuring a positive resolution.
• Monitor guest feedback and reviews, making adjustments to enhance service quality, special programs, and other guest services.
• Ensure compliance with safety regulations and resort policies in all guest service areas.
• Provide excellent VIP guest relations through the front desk or other guest-facing points of contact.
• Prepare reports on VIP guest relations metrics, attendance logs, rental usage, and staff performance to support ongoing improvements.
• Perform other reasonable duties as required by management.