Guest Experience Manager

Guest Experience Manager

Great Escapes RV Resorts is a growing company specializing in the acquisition, development, and management of RV resorts throughout the United States. We are committed to excellence, safety, communication, accountability, patience, and enthusiasm in all we do.

The Guest Experience Manager is responsible for leading and supervising two or more guest-facing and ancillary revenue departments as assigned by the General Manager. Departments may include Registration, Retail, Recreation, Food & Beverage, Event and Rental Spaces, or other revenue-generating guest service areas.

This role ensures that every guest interaction reflects a hospitality-first mindset while driving revenue performance, operational consistency, and team accountability. The Guest Experience Manager directly supervises department leaders and team members within their assigned areas, manages scheduling and labor controls, oversees KPI performance, and ensures departments meet brand standards and financial goals.

This is a full-time leadership position and a key member of the property leadership team.

Essential Job Functions

Guest Experience Leadership

• Champion a culture of hospitality and service excellence across assigned departments.
• Ensure all guest touchpoints within supervised areas exceed expectations
• Monitor guest satisfaction scores, online reviews, and feedback trends related to supervised departments.
• Resolve escalated guest concerns promptly and professionally.
• Model patience, professionalism, and enthusiasm in all guest and team interactions.

Department Supervision & Team Leadership

• Supervise two or more assigned guest-facing or ancillary revenue departments.
• Recruit, hire, train, coach, and evaluate team members within supervised areas.
• Create and manage department schedules aligned with occupancy forecasts and operational demand.
• Maintain appropriate staffing levels while controlling labor costs.
• Conduct performance reviews and provide ongoing coaching and accountability.
• Lead department meetings and participate in property leadership meetings.
• Ensure compliance with company policies, safety standards, and operational procedures.

KPI & Financial Accountability

• Monitor and manage department-specific KPIs applicable to assigned areas, which may include:
• Revenue per occupied site
• Retail ADR, margin performance, and inventory turns
• Food & Beverage ADR, food cost percentage, and waste controls
• Recreation revenue and participation rates
• Registration upsell conversion rates
• Rental or event revenue performance
• Guest satisfaction scores and review performance
• Labor percentage and productivity metrics
• Analyze daily and weekly reports to identify trends, gaps, and opportunities.
• Implement corrective action plans to improve financial or service performance.
• Assist with annual budgeting and forecasting for supervised departments.
• Ensure proper cash handling procedures and reconciliation processes.

Inventory & Purchasing Responsibilities

• Oversee ordering and replenishment of inventory, supplies, and materials within assigned departments.
• Submit purchase requests or execute approved purchasing within established budget parameters.
• Maintain appropriate stock levels based on seasonality and occupancy forecasts.
• Monitor COGS performance and identify waste, shrink, or over-ordering trends.
• Ensure proper receiving procedures and invoice reconciliation in coordination with accounting.

Operational Standards

• Ensure daily opening and closing procedures are executed accurately within assigned departments.
• Maintain written SOPs and checklists for supervised areas.
• Conduct routine audits to ensure compliance with merchandising standards, cleanliness, food safety regulations where applicable, and brand expectations.
• Ensure all team members are trained in POS systems, reservation systems, guest engagement, and upselling techniques relevant to their department.
• Coordinate with Marketing to support on-site promotion of activities, retail specials, food offerings, and rental events.
• Collaborate with Facilities to ensure guest areas are safe, clean, and well maintained.
• Event & Rental Space Oversight (If Assigned)
• Oversee booking coordination, space preparation, and event execution.
• Ensure contracts, payments, and documentation are properly processed.
• Maintain cleanliness, readiness, and presentation standards for rental facilities.
• Coordinate with Facilities and Marketing to support successful event delivery.
• Monitor rental revenue performance and guest satisfaction.

Conditional Responsibilities

The following responsibilities apply based on assigned departments:

• If supervising Food & Beverage: Ensure compliance with health department regulations, food safety standards, and cost controls.
• If supervising Retail: Maintain merchandising standards, inventory accuracy, and margin performance.
• If supervising Recreation: Ensure activity programming aligns with seasonal themes and guest demographics while maintaining safety standards.
• If supervising Registration: Ensure efficient check-in and check-out procedures, reservation accuracy, and upsell performance.

Key Success Measures

• Guest satisfaction scores and review performance within assigned departments
• Revenue growth and KPI achievement in supervised areas
• Labor cost control and scheduling efficiency
• Inventory accuracy and cost management performance
• Team retention, engagement, and training completion
• Compliance and audit results

Requirements

• High School Diploma or GED required
• Associate or Bachelor's degree in Hospitality, Business, or related field preferred
• Minimum 2 to 3 years of supervisory experience in hospitality, retail, food service, resort operations, or a related field
• Experience managing multiple revenue centers preferred
• Strong understanding of KPI reporting and financial performance metrics
• Experience with POS systems and reservation systems required
• Strong leadership, coaching, and organizational skills
• Excellent written and verbal communication skills
• Ability to work weekends, holidays, and peak seasonal periods.

Certifications

• Certifications may be required based on assigned departments:
• ServSafe Food Protection Manager Certification required if supervising Food & Beverage
• Alcohol service certification required if supervising alcohol sales
• Food handler certifications as required by state or local law
• CPR and First Aid certification preferred
• Ability to obtain required certifications within 60 days of hire if applicable

Physical Demands

This position requires both office and field presence. Employee must be able to stand for extended periods, walk the property frequently, lift up to 25 pounds, and work in outdoor conditions during peak seasons.