The Guest Experience Manager is responsible for overseeing all aspects of the guest journey at the Sazerac House. This role drives the consumer engagement strategy, aiming to create meaningful, lasting connections between visitors and our brands. The ideal candidate will balance strategic leadership with hands-on operational execution, ensuring high-quality daily experiences, events, and programs, while cultivating a team of high-performance brand ambassadors and storytellers.
🔹 Team Leadership & Culture
- Foster a high-performance, inclusive culture grounded in empathy, integrity, and collaboration.
- Lead, mentor, and inspire the Experience and Events teams, including Ambassadors, Assistants, and Associates.
- Champion professional development by mentoring team members and encouraging ownership and pride in their work.
- Promote creativity and personal growth through thoughtful leadership and role modeling of company values.
🔹 Training & Talent Development
- Design and implement training programs to ensure excellence in guest interactions and service delivery.
- Evaluate individual and team performance, providing regular coaching and feedback.
- Develop a staffing plan that effectively supports a team structure with a significant number of part-time employees.
🔹 Guest Experience Excellence
- Proactively address guest concerns and resolve issues promptly and professionally.
- Lead the development and implementation of strategies to elevate the guest experience, including interactive storytelling, special events, and programming enhancements.
- Collaborate with vendors, clients, and internal partners to meet operational needs and ensure seamless delivery of daily tour & tasting programs and special events.
🔹 Visitor Engagement & Data Collection
- Engage guests in meaningful ways to encourage sharing of contact information for future communication.
- Correct or complete reservation data to ensure consistent and accurate outreach.
🔹 Safety & Facility Oversight
- Ensure a welcoming and hazard-free visitor arrival experience.
- Provide or arrange first aid support as needed; complete incident reports when required.
- Proactively suggest safety improvements for guests and staff.
🔹 Cross-Functional Collaboration
- Actively contribute as a member of the Sazerac House Leadership Team.
- Support and align with cross-departmental goals and initiatives to drive business synergy.
- Use data and business intelligence to create strategies that exceed KPIs and operational goals.
🔹 Brand Integration & Representation
- Promote the values and mission of Sazerac House in all guest-facing and internal operations.
- Ensure Sazerac brands are authentically and meaningfully woven into the guest experience.
- Maintain professionalism and consistency in interactions with guests, staff, and stakeholders.
🔹 Performance Management
- Conduct PDS (Performance Development System) reviews with direct reports.
- Use PDS as a tool for skill evaluation, coaching, performance measurement, and development planning.
- Encourage annual identification of a primary development area in partnership with each team member.
