Guest Experience Manager

Company Description

Sprung from the site of a fallow tree nursery, Wildflower Farms, Auberge Collection is a 140-acre retreat in New York’s Hudson Valley, just 90 minutes from New York City. Rooted in meaningful encounters with nature, the property sways with the seasons, surrounded by meadows of native flowers and woodlands. Anchored by its namesake farm with orchards, heirloom gardens, and animals, the retreat offers immersive seasonal experiences like foraging walks, cooking workshops, and healing sessions. A three-mile walking trail links 65 stand-alone cabins, cottages, and suites with the Movement Studio and Maplehouse, a lofty barn home to a dynamic cooking school. Accommodations are immersed in the ever-changing landscape, offering a deep sense of place. Guests are welcomed at The Shop, reminiscent of a well-curated potting shed, and the open-air Great Porch. Dining at Clay, the centerpiece restaurant, features source-origin cuisine that honors the region’s bounty. Thistle offers wild-crafted wellbeing that evolves with the seasons. The property also provides access to neighboring Mohonk Preserve, where wooded trails and cliffs invite world-class hiking, biking, and climbing. Named the Number 1 Hotel in New York State by Travel + Leisure for the 2025 World’s Best Awards and recognized with a One Key distinction from the inaugural Michelin Guide, Wildflower Farms is a basecamp for adventure, craft, and curiosity.

Job Description

The Guest Experience Manager plays a pivotal role in shaping the guest experience at Wildflower Farms, setting the tone for both guests and team members alike. This position leads the Guest Experience team through every touchpoint of the guest journey from pre-arrival planning through departure and post-stay follow-up - ensuring each interaction is thoughtful, seamless, and reflective of our brand’s commitment to genuine, elevated hospitality.

Core Responsibilities

Leadership & Team Development

• Lead, mentor, and inspire Guest Experience team members through all stages of the guest journey.
• Foster a culture of accountability, consistency, and elevated service aligned with Auberge Collection standards.
• Provide hands-on leadership, ensuring all required tasks are completed accurately and in a timely manner.
• Train, coach, and support team members, addressing performance opportunities and handling escalated guest incidents as needed.
• Set and model the highest expectations for hospitality, guest engagement, and professional presentation.
• Supervise and mentor the concierge team, ensuring consistent high quality service delivery. 
• Conduct training sessions on local knowledge, service standards, and best practices for team members. 
• Influential beyond the Itinerary Design team, influencing property wide standards
• Develop and uphold Wildflower Farms Itinerary Design philosophy and service excellence benchmarks.
• Streamline systems and improve efficiency of the recruitment process
• Support the Guest Services team.
• Liaise with experiences team to develop a program based on guest feedback. 
• Drive revenue and manage budgets. 

Guest Experience & Service Excellence

• Oversee the end-to-end guest journey, from pre-arrival communication through departure and post-stay follow-up.
• Provide personalized service to guests, including reservations, activities, and tailored recommendations.
• Anticipate guest needs and preferences to ensure exceptional, memorable experiences. 
• Maintain a deep and current understanding of Wildflower Farms dining, entertainment, and cultural offerings to inform guest guidance.
• Create genuine, personalized connections with guests, including consistent use of guest names during interactions.
• Build loyalty and deeper engagement through attentive service strategies.
• Coordinate and execute guest requests and inquiries promptly and thoughtfully.
• Handle guest feedback, complaints, and service recovery with care, professionalism, and appropriate follow-up.
• Handle notable guests, owner relations, and multi room bookings. 
• Create a robust surprise and delight program. 

Operations & Front-of-House Oversight

• Partner with the Director of Rooms and Guest Services leadership to maximize operational efficiency and performance.
• Maintain a visible leadership presence at the front of the property, especially during peak guest activity.
• Ensure valet and entryway areas are consistently clean, organized, and guest-ready.
• Oversee key control systems, ensuring proper logging, storage, and retrieval of guest vehicle keys.
• Ensure smooth coordination of Arrival & Departure operations at all times.

Communication & Collaboration

• Utilize sy