Guest Experience Manager - The Sazerac House - New Orleans, LA

Job Description/Responsibilities

The Guest Experience Manager is responsible for overseeing all aspects of the guest journey at the Sazerac House. This role drives the consumer engagement strategy, aiming to create meaningful, lasting connections between visitors and our brands. The ideal candidate will balance strategic leadership with hands-on operational execution, ensuring high-quality daily experiences, events, and programs, while cultivating a team of high-performance brand ambassadors and storytellers. 

🔹 Team Leadership & Culture 

• Foster a high-performance, inclusive culture grounded in empathy, integrity, and collaboration. 

• Lead, mentor, and inspire the Experience and Events teams, including Ambassadors, Assistants, and Associates. 

• Champion professional development by mentoring team members and encouraging ownership and pride in their work. 

• Promote creativity and personal growth through thoughtful leadership and role modeling of company values. 

🔹 Training & Talent Development 

• Design and implement training programs to ensure excellence in guest interactions and service delivery. 

• Evaluate individual and team performance, providing regular coaching and feedback. 

• Develop a staffing plan that effectively supports a team structure with a significant number of part-time employees. 

🔹 Guest Experience Excellence 

• Proactively address guest concerns and resolve issues promptly and professionally. 

• Lead the development and implementation of strategies to elevate the guest experience, including interactive storytelling, special events, and programming enhancements. 

• Collaborate with vendors, clients, and internal partners to meet operational needs and ensure seamless delivery of daily tour & tasting programs and special events. 

🔹 Visitor Engagement & Data Collection 

• Engage guests in meaningful ways to encourage sharing of contact information for future communication. 

• Correct or complete reservation data to ensure consistent and accurate outreach. 

🔹 Safety & Facility Oversight 

• Ensure a welcoming and hazard-free visitor arrival experience. 

• Provide or arrange first aid support as needed; complete incident reports when required. 

• Proactively suggest safety improvements for guests and staff. 

🔹 Cross-Functional Collaboration 

• Actively contribute as a member of the Sazerac House Leadership Team. 

• Support and align with cross-departmental goals and initiatives to drive business synergy. 

• Use data and business intelligence to create strategies that exceed KPIs and operational goals. 

🔹 Brand Integration & Representation 

• Promote the values and mission of Sazerac House in all guest-facing and internal operations. 

• Ensure Sazerac brands are authentically and meaningfully woven into the guest experience. 

• Maintain professionalism and consistency in interactions with guests, staff, and stakeholders. 

🔹 Performance Management 

• Conduct PDS (Performance Development System) reviews with direct reports. 

• Use PDS as a tool for skill evaluation, coaching, performance measurement, and development planning. 

• Encourage annual identification of a primary development area in partnership with each team member. 

Qualifications/Requirements

Minimum Requirements (Must-Have) 

• High School diploma or GED equivalent 

• At least 21 years of age 

• Proven ability to manage, motivate, and develop a high-performing team 

• Ability and willingness to work non-traditional hours (nights/weekends) 

• Excellent oral and written communication skills 

• Strong presentation skills and abiity to be innovative and think outside the box. Think brand storytelling, engaging messaging, premium events, etc

• Ability to handle multiple tasks simultaneously 

• Ability to communicate effectively across all levels of an organization 

• Demonstrated ability to work both independently and collaboratively as part of a team 

• Ability to project a professional image 

• Experience in the Alcohol Beverage Industry or Consumer Packaged Goods (CPG) 

Preferred Qualifications 

• Bachelor’s degree 

• Hospitality industry experience 

• Experience consulting, managing, and organizing VIP guest visits 

• Additional experience in the Alcohol Beverage Industry or CPG 

Physical Requirements 

• In-person job attendance required 

• Ability to lift and/or move objects up to 25 pounds without assistance 

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