Camelback Resort · 18 hours ago
Guest Experience & Administration Manager
Tannersville, PA
Full-time
Hybrid
Mid Level
3+ years expCamelback Resort is seeking a Guest Experience & Administration Manager who will oversee core administrative functions while leading the resort’s guest experience strategy and execution. This role involves managing guest feedback, service recovery, and day-to-day administrative operations to support resort leadership.
Adventure TravelResorts
Responsibilities
Own and manage the resort’s guest experience strategy, ensuring alignment across all departments
Lead and facilitate the Guest Experience (CX) Committee, driving accountability, action planning, and follow-through
Serve as primary owner for guest complaints, escalations, and service recovery
Respond to and manage online guest reviews and feedback across all major platforms
Track, analyze, and report guest feedback trends; identify systemic issues and improvement opportunities
Partner with department leaders to implement service improvements based on guest insights
Support training initiatives related to service standards, guest recovery, and communication
Oversee day-to-day administrative operations supporting resort leadership
Manage calendars, meeting coordination, agendas, and follow-up for senior leadership as needed
Maintain organized records, documentation, and internal communications
Support policy documentation, SOP updates, and internal process improvements
Assist with coordination of cross-department initiatives and special projects
Prepare reports, summaries, and presentations for leadership review
Serve as a key point of contact between departments to ensure clarity, follow-through, and accountability
Act as a professional, calm, and solution-oriented leader when handling guest issues
Set expectations for service excellence and professional communication
Drive accountability through the CX Committee and cross-department collaboration
Support leadership with clear organization, documentation, and execution
Foster a culture of ownership, responsiveness, and continuous improvement
Ensure guest recovery and communication align with resort policies and risk management standards
Partner with Legal, HR, and Safety teams when handling sensitive guest issues
Maintain confidentiality and professionalism in all guest and employee interactions
Support incident documentation and post-incident follow-up as needed
Qualification
Required
3+ years of experience in guest services, hospitality management, administration, or operations
Strong experience handling guest complaints, service recovery, and customer communications
Excellent written and verbal communication skills
Highly organized with strong attention to detail
Ability to manage multiple priorities and deadlines in a fast-paced environment
Strong judgment, discretion, and professionalism
Frequent standing, walking, and climbing stairs for the duration of a shift
Ability to lift/carry up to 30 lbs and push/pull up to 50 lbs
Manual dexterity to operate property management systems and mobile devices
Must be able to work in a fast-paced environment with varying noise levels
Preferred
Experience in resort, hotel, or large-scale hospitality operations
Experience managing online reputation platforms and guest feedback tools
Prior experience supporting executive or senior leadership
Familiarity with service excellence or CX frameworks
Company
Camelback Resort
Camelback Resort is the Pocono’s premier destination for year-round family fun! From skiing in the winter to splashing all summer at PA’s biggest outdoor waterpark, we have something for everyone.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase