Director of Guest Experience and Programming

The Sanctuary Beach Resort: Join a Vibrant Team in Monterey Bay, CA

Opportunity:  Director of Guest Experience & Programming

The Sanctuary Beach Resort seeks a passionate and service-oriented Director of Guest Experience & Programming to join our exciting team as our oceanside property is transformed into a destination for wellness-minded travelers. 

This key leadership role plays a pivotal role in ensuring exceptional experiences for our guests, including VIPs, groups and four-legged friends. The Director of Guest Experience & Programming will foster a diverse and talented team, equipped to handle a broad spectrum of guest needs with personalized care, and you will command every aspect of the guest journey from arrival to departure. 

Potential Career Path 

Assistant Hotel General Manager

Hotel General Manager

Leadership and Team Management:

• Lead and guide a diverse and inclusive team, fostering a positive and collaborative environment.
• Develop and empower a high-performing team dedicated to exceptional guest service.
• Provide comprehensive planning, organization, and direction, ensuring efficient guest service delivery and exceeding guest expectations.
• Coach, mentor, and guide team members, fostering continuous learning and development in guest service excellence.

Guest Experience & Service Excellence:

• Oversee and ensure seamless guest arrivals, memorable stays, and flawless departures, adhering to all resort policies and procedures.
• Assist with VIP guest services, including pre-arrival room inspection, guest greetings, and anticipation of needs.
• Collaborate seamlessly across departments (F&B, Sales, Spa) to fulfill all guest requests and guarantee exceptional experiences.
• Proactively identify and resolve guest concerns, exceeding expectations through personalized attention and innovative solutions.
• Implement new policies and procedures to enhance guest satisfaction and elevate the overall resort experience.
• Lead Quality Assurance efforts, ensuring all brand and service standards are consistently met and exceeded.

Communication and Problem-Solving:

• Possess exceptional communication skills, engaging effectively with guests, team members, and leadership.
• Employ strong diplomatic skills to build positive relationships and navigate diverse situations effectively.
• Demonstrate critical thinking and problem-solving abilities, finding creative solutions to operational and experiential challenges.
• Analyze guest feedback and online reputation data, taking decisive actions to improve satisfaction and brand image.

Metrics and Reporting:

• Set and monitor key performance indicators (KPIs) for guest services and front-of-house operations.
• Measure, analyze, and report guest satisfaction, online reputation, and other performance metrics to internal stakeholders.
• Track guest feedback and utilize data to implement improvements in guest services and overall experience.

Community Engagement and Professionalism:

• Actively participate in community and industry events, promoting the resort and establishing positive relationships.
• Uphold the highest standards of professionalism, maintaining safe work practices and complying with all safety regulations.
• Perform other duties as assigned by management, demonstrating a proactive and dedicated work ethic.

Experience

• A minimum of four-year experience as Front Office Manager, Guest Experience Manager, or other front of house management positions. F&B experience and lifestyle hotel experience is preferred.
• Knowledge of PMS systems preferred

Work Environment and Context

• Work schedule varies and will include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

The Sanctuary Beach Resort is an oceanfront Monterey Bay resort and hotel set on 19 acres of Pacific shoreline in Marina, California. A rare Monterey Bay hotel on the beach, The Sanctuary invites guests to fall asleep to the soothing surf from their private waterfront cottage.

Nestled between Monterey Bay and the protected Marina Dunes Preserve, The Sanctuary Beach Resort’s 60 contemporary cottage guest rooms and suites offer more than just uninterrupted, panoramic views from private decks or patios.

The Sanctuary Beach Resort is a secluded getaway that provides unmatched access to California’s beautiful Central Coast region. The location beckons both coastal road trippers as well as single-destination vacationers. Bringing top-of-the-line meeting and event spaces to the waterfront, The Sanctuary is also the perfect backdrop for business retreats, weddings and other celebrations.

This property is a part of the Echelon Luxury & Lifestyle division of HHM Hotels. 

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

To see other opportunities at this location, click here.