Position Overview:
The Resort Experience Manager at Edgewood Tahoe Resort is responsible for designing, implementing, and managing a world-class guest activities program aligned with the luxury standards of a Forbes-rated resort. This role oversees all recreation, entertainment, cultural, wellness, and sustainability programming, ensuring every guest experience is elevated, bespoke, and reflects the unique identity of the resort's location and brand.
The Experience Manager leads and develops the Experiences team, ensuring team members are properly trained in guest service, activity execution, equipment operation, safety procedures, and Forbes service expectations. Programming is adjusted based on weather, lake conditions, occupancy, seasonality, and guest demand while maintaining safe and consistent operations.
Key Responsibilities:
- Curate and lead an exceptional array of recreational, cultural, and experiential programs tailored to a discerning clientele.
- Develop seasonal and daily activity calendars that reflect local traditions, nature, luxury lifestyle, wellness, and entertainment.
- Collaborate with concierge, spa, F&B, and guest services teams to offer seamless, integrated guest experiences.
- Conduct regular research and guest feedback analysis to ensure programs remain innovative and relevant.
- Partner with Marketing and resort leadership on seasonal activity descriptions, promotional materials, signage, and guest communications.
- Respond to guest questions, concerns, cancellations, weather disruptions, and special requests promptly and professionally.
- Lead, train, coach, and develop Experiences team members.
- Lead and inspire a team of activities coordinators, guides, and seasonal staff to deliver high-touch guest interactions.
- Ensure all activities are conducted with a focus on safety, risk mitigation, and compliance with regulatory standards.
- Ensure all guest recovery efforts are handled with empathy, efficiency, and follow-through.
- Oversee vendor and partner relationships for outsourced or specialist experiences.
- Proactively seek revenue-generating opportunities through premium or private experiences.
- Participate in strategic planning for guest engagement and loyalty initiatives.
- Perform other related duties as assigned to support the overall success of the team and business.
Qualifications and Skills:
- Ability to work flexible schedules, including nights, weekends, and holidays.
- Minimum 5 years of experience in luxury hospitality, including at least 2 years in a leadership or guest experience role. Forbes property experience strongly preferred.
- 2 years in activity coordination, program management, or a similar role
- Strong interpersonal and communication skills, both verbal and written.
- Strong organizational, scheduling, inventory, and administrative skills.
- Strong knowledge of the Lake Tahoe area and an outdoors enthusiast.
Physical Requirements:
- Must be able to safely lift, move, and stack items weighing up to 40 lbs.
- Able to perform physical tasks, including bending, lifting, sitting and standing for extended periods.
- Comfortable working in an outdoor resort environment and around waterfront activities.