Manager, Guest Experience

The Manager, Guest Experience is responsible for delivering a seamless, anticipatory, and refined experience across multiple UHNW residences. This role elevates the guest journey from execution to orchestration - overseeing service standards, team performance, operational systems, and cross-functional alignment to ensure each residence reflects a consistent, exceptional level of hospitality.

Blending front-of-house sophistication with operational rigor, the Manager, Guest Experience sets the tone for service excellence. Ensure alignment and effective communication with Culinary, Operations, and Housekeeping teams, while collaborating closely with the Facilities and Personal Services teams.  Proactively anticipates principal and guest needs across geographies and time zones. 

This individual is both strategic and hands-on-equally comfortable directing multi-property service execution as they are stepping into high-touch moments when required. Success in this role requires sound judgment, discretion, aesthetic excellence, operational discipline, and the ability to lead calmly in fast-moving environments.

• Own and elevate the end-to-end guest experience across all residences.
• Establish, implement, and uphold consistent UHNW hospitality standards across locations.
• Initiate and maintain a system for daily F&B and special Events with planning, setup, and hosting duties for household gatherings
• Anticipate principal and guest needs; proactively design personalized, refined experiences.
• Organize Guest stay including pre-arrival, communication, meet / greet and personalized assistance to ensure an extraordinary stay
• Serve as an escalation point for complex or sensitive hospitality matters.

• Oversee daily residential readiness across multiple properties, ensuring functional excellence, aesthetic consistency, and operational precision.
• Direct arrival “fit-ups” and departure “close-downs,” ensuring seamless transitions and adherence to SOPs.
• Align SOP’s and process to be consistent across properties with consideration for local nuances
• Organization of consistent quality service across homes with seamless adaption to varying layout and locations 
• Manage vendor relationships related to hospitality services, ensuring quality execution and discretion.
• Partner cross-functionally (House Management, Culinary, Housekeeping, Facilities, Personal Services, Childcare, Security) to ensure integrated and seamless service 
• Identify operational gaps and implement scalable systems to improve efficiency, consistency, and anticipatory service.
• Travel to various locations to ensure homes remains clean, well-maintained and everything in working order throughout the year

• Oversee inventory strategy and par levels across all residences (F&B, guest amenities, household goods, linens, service ware).
• Ensure procurement aligns with family preferences, quality standards, and budget parameters.
• Maintain standardized documentation of presentation and household standards across properties.

• Lead, coach, and develop Guest Experience staff to uphold refined service standards.
• Model professionalism, discretion, and anticipatory hospitality.
• Support staffing models and coverage planning across properties and events.
• Foster a culture of accountability, collaboration, and operational excellence.

• Maintain and refine SOPs, hospitality playbooks, and operational documentation.
• Manage confidential communications with integrity and sound judgment.
• Track service performance metrics and support long-term planning initiatives.