Mgr Guest Svcs BU EX

NOW HIRING — RESORT EXPERIENCE MANAGER

Resort Experience Manager

Compensation: $65,000 to $80,000 per year | Reports to: Director of Rooms

DESCRIPTION

The Luce is looking for a Resort Experience Manager to be the face and energy behind our guest experience — the person who makes sure every stay feels unmistakably “The Luce.” This role owns VIP guest relations, resort activations and signature programming, and serves as a brand ambassador across the property, all while leading a small team dedicated to bringing those moments to life.

POSITION SUMMARY

Reporting to the Director of Rooms, the Resort Experience Manager leads the guest experience function at The Luce, with a focus on VIP recognition, resort activations, and brand representation. This role manages a small team (activations and concierge staff), coordinating closely with Front Office, F&B, and Marketing to ensure every guest touchpoint reflects the property's brand standards and personality.

ESSENTIAL RESPONSIBILITIES

• Own the end-to-end guest experience strategy, ensuring every touchpoint reflects The Luce's brand identity and standards.

• Identify, track, and personally manage VIP guest relations — anticipating needs, coordinating special requests, and ensuring a seamless, memorable stay.

• Plan and execute resort activations and signature programming, including Sunset Sessions, Resort Pass cabana packages, and the cigar & cocktail activation, among others.

• Serve as a visible brand ambassador for the hotel, engaging guests throughout the property and representing The Luce at community and partner events as needed.

• Lead, schedule, and develop a small team supporting activations and concierge services.

• Partner with Front Office, Food & Beverage, and Marketing to align programming, promotions, and guest communications.

• Monitor guest feedback (reviews, surveys, direct comments) to identify opportunities to elevate the guest experience.

• Support the Director of Rooms with special projects, events, and other duties as assigned.

QUALIFICATIONS & EXPERIENCE

• 5+ years of hospitality experience with a strong guest service focus; leadership or supervisory experience preferred.

• Experience planning or executing guest-facing events, activations, or programming.

• Strong interpersonal and communication skills, with the ability to build genuine rapport with guests and staff alike.

• Highly organized, with the ability to manage multiple programs and priorities at once.

• A natural brand ambassador — someone who embodies warmth, hospitality, and enthusiasm in every interaction.

• Flexible schedule availability, including evenings, weekends, and holidays as programming requires.

WHY JOIN THE LUCE HOTEL?

At The Luce, every guest interaction is a chance to create a lasting memory. As Resort Experience Manager, you'll be the one bringing that idea to life every day — leading the moments that make a stay unforgettable and representing the brand at its best.

BENEFITS INCLUDE

• Competitive salary and bonus opportunities

• Health, dental, and vision insurance

• 401(k) with company match

• Paid time off and holidays

• Career growth and advancement opportunities

• The opportunity to help build and grow an exciting lifestyle hotel destination

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.