Guest Experience and events Lead

Overview

Position Title:

Guest Experience and Events Lead.

Location:

Melrose River Club | San Marcos, Texas.

Reports to:

General Manager. Status:
Full-Time | On-Site. Compensation:
Base Salary $45,000 + substantial commission on Event Sales.

The Guest Experience Lead is a hybrid leadership role with a strong emphasis on event sales, coordination, and execution, while still overseeing front desk operations and day-to-day guest services. This position acts as the primary partner to the General Manager for managing event inquiries and client relationships, ensuring events move smoothly from first contact through on-site delivery.

This role is ideal for someone who enjoys balancing hospitality operations with event sales and coordination, and who thrives in a guest-facing, detail-driven environment. The Guest Experience Lead plays a key role in driving event revenue while maintaining the high standard of service Melrose River Club is known for.

• Event Inquiries, Sales & Coordination
• Serve as the primary point of contact for all event inquiries
• Respond to incoming leads, conduct discovery calls, and assess fit based on property capabilities and client needs
• Schedule and lead property tours, clearly presenting event spaces, accommodations, and experience options
• Guide clients through pricing, availability, contracts, deposits, and timelines
• Maintain and manage the event calendar to avoid conflicts and ensure operational readiness
• Coordinate pre-event planning details and support on-site execution as needed
• Track event leads, conversions, and performance metrics in collaboration with the General Manager

• Guest Services & Front Desk Leadership
• Serve as the weekday lead for guest-facing operations, including phones, inboxes, OTA messages, and on-site guest needs
• Manage pre-arrival communication, check-in readiness, and post-stay follow-ups
• Support guest escalations and service recovery in partnership with the General Manager
• Coordinate closely with housekeeping and maintenance to ensure room readiness and timely issue resolution
• Maintain front desk standards, communication protocols, and SOP compliance
• Train and support front desk team members as needed

• Act as a communication hub between ownership, the GM, front desk, and event clients
• Assist with administrative projects, reporting, and operational initiatives tied to events and guest experience
• Maintain organized digital files, shared drives, contracts, calendars, and SOP documentation
• Track lobby and event-related inventory
• Support property-hosted programming and coordinate handoff to marketing as needed

• 2+ years experience in hospitality, guest services, or events (hotel or venue experience preferred)
• Strong written and verbal communication skills, with confidence in sales and client conversations
• Highly organized, detail-oriented, and comfortable managing multiple event timelines
• Experience leading property tours and representing a brand professionally
• Familiarity with PMS systems, OTA platforms, and guest communication tools
• Ability to work weekends or evenings for events as needed
• Calm, professional presence in a fast-paced, guest-centric environment

• Event lead response time and conversion rate
• Event revenue and booking performance
• Guest satisfaction scores and review feedback
• Accuracy and clarity of guest and event communication
• Operational organization and adherence to SOPs

• Focus: Clear vision, intentional action.
• Simplicity: Effortless hospitality built on solid systems.
• Connection: Guests and team members feel seen, valued, and part of something memorable.

Melrose River Club is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.