Job Description

The Guest Experience Supervisor is responsible for providing luxury service to every guest according to the Nemacolin standards. They will lead the Guest Experience Team to support our butler program - including Concierge, Front Office, Welcome Gate, and Phone Operator tasks. They must be able to facilitate clear communication between the pre-arrival team, butlers, valet, and related departments to ensure an exceptional experience for our guests. The selected candidate will be expected to accommodate guest needs and requests at every touchpoint of the operation, while showcasing quality problem solving skills and the ability to offer alternatives as needed to promote the overall guest experience.

ESSENTIAL FUNCTIONS:

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

• Oversee the Guest Experience administrative duties including running reports, coding invoices, and tracking commissions.
• Lead the Guest Experience team on their daily communications, including phone calls, texts, and emails to dispatch guest requests.
• Audit verbal and written communications on all services and facilities to each guest upon request
• Create SOPs and provide training and support to the Guest Experience team on how to best provide guests with dining suggestions, make activity reservations, book travel arrangements, and confirm babysitting services for guests.
• Lead the Guest Experience team in confirming floral, balloon, VIP, and amenity orders.
• Audit itineraries to ensure the best possible stay for all transient guests.
• Coordinate with the Pre-Arrival/Welcome Team to ensure all requests are noted.
• Expert knowledge of SMS Host, Hapi, Spa Soft, Seven Rooms, HotSOS, Zingle, and Medallia systems

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• At least two years experience in a leadership role
• Knowledge of resort and guest services software
• Excellent customer/guest service skills
• Ability to perform effectively in a fast-paced environment.
• Ability to train and motivate other associates.
• Strong organizational skills
• Ability to effectively perform multiple tasks.
• Assist with supporting the butlers and Guest Services department as needed.

These skills and abilities are typically acquired through the completion of a bachelor’s degree or equivalent, as well as through a minimum of five years of experience in a secretarial or administrative capacity. Four years’ experience in an executive assistant capacity preferred.

This job description cannot possibly include a complete comprehensive listing of all the activities, duties, or responsibilities that may be required by the organization and/or members of management. It reflects management’s assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.

Craft a Career Defined by Excellence, Growth, and Experience

Set within Pennsylvania’s Laurel Highlands, Nemacolin brings together luxury-level service, refined hospitality, and a culture where meaningful careers take shape through experience, mentorship, and opportunity. Each role contributes to extraordinary guest and member moments while building a professional journey grounded in craftsmanship, collaboration, and pride.

A dynamic rooted in accountability, respect, and innovation encourages professionals to contribute ideas, elevate standards, mentor others, and grow with intention.

Professional Development & Recognition

• Paid training and continuous learning opportunities
• Leadership development and accelerated leadership pathways
• Mentorship, coaching, and cross-functional experience
• Monthly recognition opportunities for associates, leaders, and teams

Benefits Designed for Well-Being and Lifestyle

• Competitive compensation and attractive 401(k) program
• Medical, dental, and vision coverage available
• Paid time off
• Educational and career advancement support
• Savings across resort dining, retail, spa, and activities
• Discounted associate meals, dry cleaning, and uniform services
• Exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community

A career at Nemacolin weaves together professional and personalized development, meaningful relationships, and the opportunity to help shape unforgettable experiences for guests, members, and colleagues alike.

Bring your passion. Grow your career. Create Real Life Magic

About Nemacolin

A private, family-owned, and woman-owned luxury resort unlike anything else in the hospitality industry, Nemacolin spans more than 2,200 breathtaking acres in Pennsylvania’s Laurel Highlands. Recognized by Forbes Travel Guide, AAA, and Preferred Hotels & Resorts, this four-season destination blends refined hospitality with creativity, craftsmanship, and a spirit of adventure that defines every guest and member experience.

Distinctive accommodations, immersive experiences, and a culture grounded in artistry and service excellence come together to create a setting where guests, members, and associates find inspiration. Across the resort, Real Life Magic is brought to life through meaningful moments, genuine connection, and a shared commitment to delivering something truly exceptional.

Visit Nemacolin.com to step inside the story, explore the experiences, and discover what draws people to Nemacolin. Then, imagine how your talents, perspective, and ambition could shape what comes next.

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