The Guest Experience Manager at Sazerac House will be responsible for overseeing all aspects of the guest experience, creating an engaging and memorable connection between guests and our brands. This role combines strategic oversight with hands-on management, ensuring operational excellence and exceptional consumer engagement. The ideal candidate will lead by example, cultivating a high-performance team of storytellers and brand ambassadors, while implementing strategies that enhance both guest satisfaction and brand loyalty.
The successful candidate will be a dynamic leader with a passion for creating unforgettable guest experiences, adept at balancing strategic vision with hands-on management. They will have experience in experiential programming, team development, and cross-functional collaboration, bringing both creativity and operational savvy to the Sazerac House team.
Key Responsibilities:
Visitor Engagement and Data Collection
- Engage with visitors to encourage the sharing of contact information (email, phone) for future communication. Verify and complete any missing information for reservation holders to ensure consistent communication outreach.
Guest Satisfaction and Issue Resolution
- Address guest concerns or complaints proactively and professionally to ensure positive resolutions and high levels of guest satisfaction.
- Implement strategies to enhance guest experience, including special programs, events, and interactive initiatives that reflect best-in-class experiential standards. Collaborate with vendors, clients, and internal partners to meet operational requirements, ensuring seamless execution of daily tours, tastings, and special events.
Safety and Arrival Experience
- Ensure the Visitor Arrival Experience is welcoming, safe, and easily navigable. Respond to any guest needing assistance, manage incident reports, and proactively suggest safety improvements for both team members and visitors.
Cross-Functional Leadership
- Collaborate as part of the Sazerac House Leadership Team, contributing innovative ideas and supporting cross-departmental objectives. Align plans with other teams to drive business synergies and efficient coordination, leveraging data and business intelligence to exceed KPIs.
Brand Representation and Cultural Leadership
- Promote Sazerac House’s values and mission, ensuring they are embedded across all operations and guest interactions. Develop initiatives that celebrate Sazerac brands within the guest experience, balancing authenticity with impact. Lead by example in professionalism, talent evaluation, and team-building to foster a culture that reflects Sazerac's values.
Team Leadership and Training
- Lead and mentor the Experience and Events teams, including Ambassadors, Assistants, and Associates. Develop and implement training programs to maintain high standards of service and guest interaction. Regularly monitor team performance, providing feedback and guidance to sustain a positive, productive environment.
Team Development and Performance
- Conduct regular PDS (Performance Development System) reviews with team members, utilizing PDS as a tool for continuous improvement. Facilitate effective performance discussions, evaluate skills, set developmental goals, and monitor progress.
- Foster a high-performance culture through empathetic and transparent leadership. Inspire a diverse team, encouraging creativity, collaboration, and growth. Advocate for professional development and mentor staff to reach their potential, building pride and ownership in their roles.
