Guest Journey Manager

Overview

Black Desert Resort is an ultra-premium destination resort in Southern Utah delivering elevated hospitality experiences across accommodations, dining, golf, recreation, and signature events. Guest expectations are high, and service consistency is critical to brand reputation and performance metrics.

The Guest Journey Manager is a highly visible, lobby-forward leader responsible for driving guest satisfaction and overall service performance across the resort.

Job Summary

The Guest Journey Manager is responsible for actively leading the resort’s guest experience from arrival through departure. This is a hands‑on, highly visible position that spends significant time in the lobby and public areas engaging with guests, identifying service gaps, and proactively resolving concerns.

The role manages mid‑stay survey responses, leads weekly Guest Satisfaction Score (GSS) meetings, and drives accountability across departments to improve overall guest service metrics. The Guest Journey Manager partners closely with Front Office, Housekeeping, Food & Beverage, Engineering, and Recreation to ensure consistent delivery of ultra‑premium service standards.

Job Specifications

Onsite: Black Desert Resort
Shift & Schedule Availability: Year‑Round / Full‑Time
Pay Range: $75,000 – $90,000/year. This is the range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

• High‑Visibility Leadership: Serve as a key driver of the guest experience in a growing ultra‑premium resort.
• Direct Impact: Influence guest satisfaction scores and brand reputation.
• Comprehensive Benefits: Health insurance, 401(k) with company match, Flexible Time Off, Employee Dining Room, and resort perks.

Key Responsibilities including but not limited to

• Maintain a strong, active presence in the lobby and public areas, engaging guests throughout their stay. Proactively identify service opportunities and resolve guest concerns in real time.
• Monitor and respond to mid‑stay surveys daily, ensuring immediate follow-up and service recovery when needed.
• Track, analyze, and report guest satisfaction trends and performance metrics.
• Lead weekly Guest Satisfaction Score (GSS) meetings, reviewing feedback, trends, and action plans.
• Partner with department leaders to address service gaps and implement corrective measures.
• Coach frontline teams on service standards, guest engagement, and problem resolution.
• Follow up with guests’ post‑resolution to ensure satisfaction and loyalty.
• Collaborate with Front Office leadership to improve arrival, departure, and in‑stay experiences.
• Support VIP arrivals, high‑profile guests, and signature events.
• Develop and reinforce service training initiatives aligned with resort standards.
• Maintain accurate documentation of guest interactions and recovery actions.
• Uphold and model Black Desert Resort’s ultra‑premium hospitality philosophy.
• Perform other duties as assigned.

• Minimum of 4–6 years of progressive experience in Front Office, Guest Services, or Rooms leadership within a luxury or resort environment.
• Strong understanding of guest satisfaction metrics, service recovery strategies, and reputation management.
• Proven ability to lead cross‑department collaboration.
• Exceptional communication and interpersonal skills.
• Strong analytical skills with ability to interpret guest feedback data.
• High emotional intelligence and professional composure.
• Experience with property management systems and guest survey platforms preferred.
• Ability to work flexible hours including evenings, weekends, and holidays.