Hybrid Guest Experience Manager bei World surf league

The Guest Experience Manager is a key role within the Surf Ranch team, responsible for managing every phase of the guest experience—from pre-arrival to post-visit—while driving revenue growth and delivering an exceptional service. This position bridges the sales, service, and operational functions, ensuring that Surf Ranch guests have an outstanding, seamless, and memorable experience. The role also focuses on building long-term guest relationships and contributing to financial success through upselling and sales operations. This position works closely with the Surf Ranch General Manager, Assistant General Managers, and cross-functional teams across Kelly Slater Wave Co and Surf Ranch.

Responsibilities include, but not limited to: 

• Oversee the performance of the guest experience team, ensuring personalized experiences and meeting business partner needs.
• Oversee and provide training to guest experience hosts to maintain gifting inventory, guest registration and waiver completion,and  daily run of show updates ensuring all details are complete and accurate 
• Serve as an interface with clients during on-site events, ensuring a seamless and exceptional customer experience.
• Lead pre-arrival processes including initial calls, transportation arrangements, accommodation details, dietary preferences, equipment needs, and guest registration for groups as assigned by Guest Experience Director.
• Oversee the creation and distribution of guest itineraries, look books, and run of show documents for operational teams.
• Coordinate with vendors for services such as transportation, yoga, and photography/videography.
• Support all guest communications, including e-mail campaigns, to ensure effective and personalized contact.
• Ensure comprehensive preparation for the day-of guest experience, including greeting guests, handling last-minute changes, and maintaining service standards.
• Handle post-experience follow-ups, including the delivery of wave player videos, survey distribution, and managing lost and found items.
• Compile detailed guest profiles to enhance future visits and identify potential repeat business.
• Collaborate with the sales team to cultivate, manage, and lead client relationships with high-end private hospitality customers, corporate partners, and venue marketing partners.
• Liaise with WaveCo Corporate to execute joint objectives and marketing activations.
• Provide CRM administration, user training, and reporting using Salesforce and other tools.

Experience / Qualifications

• Extensive experience in the service or hospitality industry, particularly in high-end experiential sales and guest experience management.
• Strong written and verbal communication skills.
• Proven track record in establishing and exceeding service and satisfaction goals.
• Deep industry knowledge and existing relationships in key categories.
• Ability to travel frequently to Surf Ranch Lemoore.
• Proficiency in Salesforce, FareHarbor, and Qualtrics preferred.
• Exceptional attention to detail, organizational skills, and the ability to navigate technological systems at a high level.

Personal Attributes

• Exceptional work ethic
• Exceptional attention to detail 
• Optimism and energy for the brand and its future
• An open and collaborative nature
• Exceptional work ethic with optimism and energy for the brand.
• An open and collaborative nature, capable of building strong relationships with guests and partners.
• Exceptional attention to detail and a proactive approach to problem-solving.

Working Conditions/Physical Requirements (if applicable) 

• Must be fluent in oral and written English. 
• The employee must frequently lift and/or move items over 50 pounds
• Outdoor work conditions will involve weather, noise, and hazardous materials
• Required to often work extended periods of time