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Guest Experience Manager

Job Details

Cienega Capital LLC - Paicines, CA
Full Time
Any

Description

Guest Experience Manager

About Cienega Capital:

Cienega Capital is the administrative and investment hub of the #NoRegrets Initiative.

The #NoRegrets Initiative is an integrated relationship-centered approach to land and asset management that uses a variety of capital ecological, financial and social to grow the health of agricultural lands and the communities that steward them. This work is done through Cienega Capital, Globetrotter Foundation, Paicines Ranch Learning Center, Paicines Ranch Hospitality and Paicines Ranch.

Company Overview:

Paicines Ranch Hospitality is the official social host for the Paicines Ranch. The Paicines Ranch located near Hollister California is a 7500-acre property focused on holistically managed, certified organic rangeland, irrigated cropland, and regenerative vineyards. Paicines Ranch Hospitality welcomes all to the Ranch, including the many friends of #NoRegrets Initiative, people from the surrounding communities and curious travelers with an offering of comfortable lodging, delicious regeneratively farmed meals, and a variety of convening spaces to accommodate small and large events.

Overview:

We are seeking an experienced and dedicated Guest Experience Manager to lead our customer service efforts and elevate the overall experience for our clients. This multifaceted role involves collaboration with the hospitality team, working closely with clients on event schematics, ensuring the seamless setup and tear down of events, and supervising front-of-the-house staff. The ideal candidate will bring a blend of leadership, organizational skills, and a passion for delivering exceptional customer experiences.

Compensation: $85,000 - 95,000

Essential Duties:

  • Work closely with the Hospitality teams to ensure the continuity of services for all events packages to meet guest expectations.

  • Collaborate with the Executive Chef and Dining Room Manager on food and beverage packages including catering menus for weddings and events.

  • Provide support to Dining Room Manager for front-of-the-house staff, fostering a positive and customer-centric work environment.

  • Support the Food & Beverage operations and room reservations team with information as required.

  • Ensure all information is relayed to the Chef and Food and Beverage team in a timely manner to ensure they can order and roster effectively.

  • Collaborate with clients to understand their event requirements and work on the schematics to create seamless and memorable experiences.

  • Ensure that all client needs and expectations are met throughout the planning process.

  • Act as the main point of contact for clients, addressing inquiries, resolving issues, and ensuring overall client satisfaction.

  • Proactively engage with clients to anticipate their needs and preferences, exceeding their expectations.

  • Supervise the setup and tear down of events, ensuring that all logistical elements are executed flawlessly.

  • Coordinate with internal teams to guarantee the successful implementation of client specifications during every stage of the event.

  • Implement feedback mechanisms to gather insights from clients and internal teams, driving continuous improvement in customer experience.

  • Follow-up with clients after the event, evaluate and determine what went well and areas of improvement

  • Prepare for weekly recap meetings.

  • Identify areas for enhancement and develop strategies to optimize processes and exceed customer expectations.

  • Lead, train, and motivate front-of-the-house staff to deliver outstanding customer service.

  • Monitor staff performance, provide constructive feedback, and address any issues promptly.

  • Act as the main point of contact for all Paicines Ranch events.

  • Resolves any issues or concerns during an event with professionalism and promptness.

  • Act as backup for the Event Sales Manager.

Physical Requirements:

  • Frequent standing and walking throughout shift. 
  • Frequent sitting for a prolonged period of time
  • Occasional kneeling, pushing, pulling, lifting

Qualifications

What You Need:

  • 3-5 years of experience in hospitality and/or event management

  • Proven experience in customer service, event management, or a related field.

  • Strong leadership and supervisory skills.

  • Strong computer skills in Google Suite

  • Excellent organizational and communication skills.

  • Ability to work collaboratively with cross-functional teams.

  • Creative problem-solving skills and ability to handle high-pressure situations.

  • Proactive mindset with a commitment to continuous improvement.

Apply