An inspiring career awaits you! 
 
The Kessler Collection is a portfolio of luxury boutique hotels, unique restaurants and experiences with a Bohemian twist. The collection's captivating hotels feature curated art, original music, unique architecture and stories around every corner, all located in destinations people want to be. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being. We believe people want to be inspired!

Grand Performers may enjoy a range of benefits, including:

• Marriott Employee Discounts Worldwide
• Competitive Wage & Discretionary Bonus Program
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

Objective / Purpose

We are seeking a dynamic and customer-focused Operations Experience Manager to join our team and elevate the guest experience at every touchpoint. This role is essential to ensuring our guests receive a seamless, personalized, and exceptional journey from the moment they inquire about our services to the time they depart. The Operations Experience Manager will be the primary point of contact for guests, reservations and bookings, overseeing concierge services, maintaining brand standards, and managing the 360-degree guest experience. This role is responsible for telling the brand story through seamless operations and defined SOPs.

Standards & Culture

Individuals must serve as a cultural ambassador by upholding and promoting our standards.

• Image & Presence: Our team is sophisticated and purposeful in their communication and body language.
• Service: Intuitive. Our team inspires the guest (and Grand Performer) experience with warmth and deliberate elegance.
• Performance: Extraordinary. Our team rises to outperform and consistently be at our best for even better.

Core Responsibilities

Primary areas of responsibility include, but are not limited to the following:

Reservations & Bookings Management:

• Oversee the end-to-end reservation process, from initial inquiry to booking confirmation.
• Manage calendar and boat availability, coordinating with clients to secure preferred dates, boats, and experiences.
• Respond promptly to guest inquiries via phone, email, and digital platforms, providing detailed and tailored information about charter options.
• Ensure seamless booking systems integration and accurate record-keeping across all platforms.

Concierge Service Management:

• Curate and execute bespoke itineraries tailored to the individual preferences and desires of each guest.
• Collaborate with local partners, restaurants, and activity providers to offer unique, luxury experiences both on and off the water.
• Anticipate guest needs and exceed expectations with personalized touches such as special requests, accommodations, and celebrations (e.g., anniversaries, birthdays, corporate events).
• Act as the main point of contact for guests, ensuring all logistical aspects of the charter experience are handled flawlessly.

Brand Touchpoint Quality Control:

• Uphold Kessler Charters’ commitment to excellence by ensuring every guest interaction reflects our high standards of luxury and service.
• Ensure consistency in the brand experience from initial booking through post-charter follow-up, aligning with Kessler Charters’ voice, values, and style.
• Monitor feedback, resolve any issues that arise during the booking or charter experience, and implement improvements as needed.

Guest Journey Oversight (360-degree Experience):

• Oversee the full guest journey, ensuring a seamless and flawless experience from pre-charter to post-charter.
• Coordinate all aspects of the guest experience, including boat preparation, crew coordination, special requests, and departure.
• Monitor guest satisfaction throughout the charter experience and take corrective actions as necessary to maintain exceptional service standards.
• Provide post-charter follow-up to gather feedback and nurture repeat business.

Operational Coordination & Team Collaboration:

• Work closely with the operations team, oversee boat captains, crew, and other departments to ensure the smooth execution of each charter.
• Support in managing operational logistics, including boat maintenance schedules, crew scheduling, and inventory management of luxury amenities.
• Provide training and guidance to other team members on best practices for managing the guest experience and brand standards.

Reporting & Analysis:

• Track and analyze guest feedback, booking trends, and service performance to help refine processes and identify opportunities for improvement.
• Prepare regular reports on guest satisfaction, booking volumes, and operational performance for management.

Property Management

• Field inbound Whitaker property requests. (Up to10% of time allocated)
• Complete or route operational task to the appropriate party.

Knowledge / Skills / Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

• Strategic business leader - Works strategically to devise plans in alignment with organizational goals.
• Generates alignment - Ensures time and effort are spent to build high-level performance and consistency.
• Leads with courage - Provides a culture of accountability.
• Execution of plans - Utilizes our systems, tools, and resources to accomplish results and achieve goals.
• Strong leadership qualities with a customer-centric mindset.
• Detail oriented with a commitment to deliver excellence with every guest interaction.
• Demonstrates adaptability and quick thinking in fast-paced environments.
• Ability to maintain a positive, solutions-oriented attitude with composure in dynamic situations.
• Advanced level of written, verbal, and interpersonal communication skills.
• Ability to implement and uphold service standards.
• Ability to prioritize and organize work assignments.
• Ability to work well in stressful, high-pressure situations.
• Comprehensive knowledge of a safe work environment.

Minimum Qualifications

Education, License, Certifications, Experience

• Proficiency in reservation management software (e.g., Squarespace, Acuity, or similar).
• Strong knowledge of the local area, maritime regulations, and luxury leisure activities.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• A deep understanding of luxury customer service and attention to detail.
• Ability to think creatively and provide personalized, high-end solutions for guests.
• Ability to work under pressure and handle high-net-worth clients with discretion and professionalism.
• Flexibility and Availability: Willingness to work non-traditional hours, including evenings, weekends, and holidays, to address guest needs and emergencies.

Work Environment / Conditions

The work environment/conditions described herein are representative of those that an incumbent may experience.

• Must be comfortable working in a shared space, with constant noise, without the use of a private office.
• Must be able to cope with frequently changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
• Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.

Physical Demands

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job.

• While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.
• Push, pull, and lift up to 50lbs on a weekly basis.
• While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation which require sitting, waiting, and standing for long and short periods of time.