1440 Multiversity
  • Rooms
  • Scotts Valley, CA, USA
  • Full Time

Position Summary

The Guest Experience Manager (the "GEM") has primary responsibilities of (i) leading and proactively coordinating and scheduling all signature classes offered by 1440; (ii) measure, monitor and maintain positive guest perception of 1440 Multiversity; and (iii) provide a genuine welcome and orientation to guests and faculty upon arrival to 1440.

The GEM will work with the Director of Programming and the operational teams to ensure the proper signature classes are offered by 1440 to enhance the immersive learning opportunities for each guest throughout the day.  This includes managing the 1440 staff of 20+ instructors, providing a seamless and genuine guest orientation upon arrival, scheduling classes and tracking attendance with the objective of optimizing exposure based on the anticipated availability of each customer segment faculty programs, group and those traveling for rest and renewal.   

In addition to class scheduling and measurement, the GEM will also be the primary campus contact for monitoring and responding to guest feedback through Medallia and maintaining good standing of the 1440 brand perception via online social media channels such as Google, Trip Advisor and Booking.com to name a few.

Ensure all arrangements and details are consistent with 1440 mission achievement and operational SOPs. Maintain productive and trusted relationships with all leadership positions by anticipating and communicating guest satisfaction opportunities and results. 

 Essential skills and experience

  • Proven results-driven work experience in guest relations, quality improvement or similar role.
  • Experience with (or capacity to learn) property management software and systems.
  • Ability to deliver compelling campus orientation and/or campus presentations.
  • Accommodate faculty and guest requests to establish closer trusted working relationships.
  • Drive for "deep hospitality" with outstanding communication and active listening skills.
  • Established excellence in problem-solving and multitasking skills.
  • Respected leadership skills - the ability to motivate, empower a team, and maintain high performance.
  • Strong sense of responsibility and a professional presentation ability to work flexible hours as needed.
  • Ability to evaluate performance, assess guest interest in classes and procure outside services when required.
  • Be present during guest orientation and certain 1440 Experience programming to ensure arrangements are met.
  • Demonstrated ability to forward plan and execute details.
  • Excellent analytical, interpersonal, relationship building, project management and social skills.
  • Demonstrated experience in working successfully with interdepartmental teams.
  • Ability to set and prepare accurate event/program forecasts.
  • Strong presentation and platform skills with the ability to influence others.
  • Strong organizational and problem-solving skills.
  • Ability to use standard software applications, complex spreadsheets, analytical tools and hotel systems including Medallia, Close the Gap, Resort Suite, Opera, Delphi, Net Suite, Sales Force, etc.
  • Effective conflict and change management skills.
  • As a member of 1440 Operations team, the Guest Experience Manager is required to assist other departments in driving a positive campus culture and advancing 1440's Mission.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AAP/EEO statement

1440 Multiversity provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, 1440 Multiversity complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

1440 Multiversity expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of 1440 Multiversity's employees to perform their job duties may result in discipline up to and including discharge.

1440 Multiversity
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