Guest Experience Manager

Position Summary The Guest Experiences Manager is the visionary behind every guest touchpoint at The Bedford Post Inn. This role curates memorable, personalized, and seamless experiences that reflect the highest standards of hospitality. This leader oversees the guest journey across accommodations, dining, special occasions, and bespoke experiences — ensuring every interaction feels intuitive, elegant and deeply personal. The Guest Experiences Manager acts as both ambassador and orchestrator, collaborating across departments. Key Responsibilities Guest Experience Leadership Design and elevate the complete guest journey. Create personalized itineraries, special touches, and celebrations tailored to individual guest preferences. Ensure Sunday Hospitality service standards are consistently upheld with warmth, refinement, and authenticity. Anticipate guest needs and resolve concerns with grace, urgency, and discretion. Build meaningful relationships with repeat and VIP guests to cultivate loyalty and emotional connection to the property. Identify opportunities to surprise and delight guests through thoughtful storytelling and elevated service details. Curate wellness experiences, culinary events, celebrations, and bespoke itineraries. Hotel & Restaurant Integration Oversee the guest experience across both the inn and restaurant to ensure seamless service continuity. Coordinate closely with Front Desk, Housekeeping, and Food & Beverage teams to align all aspects of the guest experience. Maintain awareness of daily operations, reservations, guest preferences, and special requests. Team Leadership & Culture Inspire a culture of hospitality excellence rooted in genuine care and emotional intelligence. Lead by example with professionalism, poise, and attention to detail. Foster collaboration and communication between departments to ensure flawless execution. Operational Excellence Monitor guest feedback, online reviews, and service recovery opportunities. Ensure all guest-facing spaces reflect exceptional presentation and ambiance standards. Qualifications 3-5+ years of hospitality experience, preferably within a boutique hotel, fine dining or Relais & Châteaux environment. Exceptional interpersonal and communication skills with a highly polished presence. Passion for creating emotional connections and unforgettable guest moments. Strong organizational and problem-solving abilities with meticulous attention to detail. Flexible schedule including evenings, weekends, and holidays as needed. Ideal Candidate Traits Naturally warm, intuitive, and gracious Creative storyteller and experience designer Calm under pressure with exceptional emotional intelligence Passionate about hospitality, food, culture, and personalized service Highly collaborative with a service-first mindset Elegant yet approachable leadership style