Guest Experience Manager
Location: South New Berlin, New York
Position Type: Full-Time, Year-Round
Peak Weekend Schedule (May-Nov): Must have uncompromising availability for long event shifts during peak season (May – November), including mandatory 12+ hour operational days on Fridays and Saturdays.
Off-Season (Nov-April) - Flexible weekday schedule
Pay Rate: $30.00 per hour
Position Overview
Gilbertsville Farmhouse is a premier, luxury wedding and private event resort. We are seeking a warm, highly organized, and aesthetic-obsessed Guest Experience Manager to own the complete guest journey from booking to checkout.
In this dual-focus role, you will command the pre-event reservation process and serve as our primary front-of-house host on event weekends. You will lead our Guest Services team, attend to all guest inquiries and concerns, and maintain a relentless "hospitality eye" for property perfection—ensuring pillows are fluffed, outdoor seating is aligned, lighting and music reflect the perfect mood, and every corner of the estate feels stage-ready for our couples and their guests.
Key Responsibilities
1. Booking Administration & Pre-Arrival Concierge
- Reservation Management: Oversee guest lodging allocations, rooming lists, and online booking portals for wedding parties and resort guests.
- Pre-Arrival Communication: Serve as the primary point of contact for guests prior to arrival—answering questions, accommodating special requests, managing dietary/accessibility needs, and sending welcoming pre-arrival information.
- Check-In Logistics: Prepare room keys, welcome packets, and check-in schedules to guarantee a smooth, zero-friction arrival experience.
2. Weekend Host & Guest Relations Command
- Front-of-House Leadership: Command the guest check-in and checkout processes on event weekends, greeting VIPs and establishing a warm, luxury atmosphere from the moment guests step onto the property.
- Guest Concierge & Issue Resolution: Act as the primary, empathetic point of contact for all on-site guest concerns or emergency requests, resolving issues swiftly with grace and a high-touch standard of service.
- On-Site Coordination: Work alongside the Event Director to ensure wedding guests, families, and VIPs are informed, guided, and seamlessly transported across the property during event windows.
3. Estate Aesthetics & "The Luxury Eye"
- Property Audits: Conduct continuous walkthroughs of public areas, lounges, fire pits, patios, and lodging corridors throughout the weekend to ensure 5-star presentation.
- Detail Perfection: Maintain an obsession with physical presentation—fluffing pillows, aligning outdoor lounge furniture, adjusting ambient lighting and music levels throughout the day/night, and ensuring fire pits and lawn spaces are prepped and inviting.
- Final Room Inspections: Perform final "guest-eye" spot checks on guest rooms following housekeeping preparation, ensuring amenities are staged perfectly before keys are handed over.
4. Guest Services Team Leadership
- Staff Supervision: Direct, mentor, and lead our Guest Services Attendants and shuttle drivers during weekend operations.
- Standards & Accountability: Ensure the guest services team maintains pristine uniform standards, professional demeanor, and strict adherence to resort safety and service protocols.
What Success Looks Like
- 5-Star Guest Satisfaction: Guests and couples consistently rave about the effortless check-in process, warm hospitality, and rapid resolution of any requests.
- Pristine Estate Presentation: Public spaces remain continuously picture-perfect, cozy, and thoughtfully lit/arranged throughout the entire duration of the event weekend.
- Flawless Booking Records: Rooming lists and lodging assignments are 100% accurate, eliminating double-bookings or arrival delays.
- Empowered Front-of-House Team: Guest Services Attendants operate with energy, clear direction, and exceptional professionalism under your leadership.
Requirements & Qualifications
- 2–4+ years of experience in front desk management, boutique hotel operations, luxury concierge services, or high-end resort guest relations.
- Refined Hospitality Eye: An innate passion for detail, aesthetics, ambiance, and high-touch customer service.
- Technical Savvy: Proficiency with Property Management Systems (PMS), reservation software, and general digital administration tools.
- Strong Interpersonal Skills: Exceptional written and verbal communication skills; calm and diplomatic under pressure.
- Weekend Availability: Uncompromising weekend availability (Fridays–Sundays) throughout the peak event season (May–November), offset by a lighter administrative schedule during the winter season.
Pay: From $30.00 per hour
Work Location: In person
