Senior Customer Experience Manager

POSITION SUMMARY:  

Big Cedar Lodge is committed to delivering unforgettable, world-class experiences that reflect the spirit of the Ozarks and our legacy of genuine hospitality. The Senior Customer Experience Manager leads this mission by overseeing four key guest-facing teams—Concierge, VIP Services, Resort Services, and Customer Care—and serves as the architect of the resort’s complete guest journey. This leader ensures that every touchpoint, from pre‑arrival, on-property, and post-stays are seamless, personalized, and elevated. They will innovate luxury offerings, curate memorable moments, and drive incremental revenue through bespoke guest experiences that showcase the best of Bass Pro Shops – Hospitality division.

ESSENTIAL FUNCTIONS:

Leadership & Team Development

• Lead, inspire, and mentor managers and associates across Concierge, VIP Services, Resort Services, and Customer Care.
• Build a service culture rooted in warmth, authenticity, accountability, and excellence.
• Oversee hiring, coaching, performance development, training design, and workforce planning.
• Encourage cross-departmental alignment to deliver unified, elevated guest experiences.

Guest Experience Strategy & Journey Design

• Map, refine, and optimize the entire guest journey—from pre‑arrival anticipation to post‑stay engagement.
• Elevate service touchpoints through premium, personalized, and proactive interactions.
• Partner with Lodging, Recreation, F&B, Marketing, and other teams to ensure a cohesive and branded luxury guest experience.
• Define and evolve service standards that reinforce Big Cedar Lodge’s commitment to heartfelt hospitality.

Luxury Experience Curation & Revenue Growth

• Develop curated, high-value experiences tailored to guest interests, seasonal demand, and resort offerings.
• Work closely with VIP Services and Concierge to create bespoke itineraries, upgrades, amenity packages, and exclusive offerings that enhance satisfaction and drive incremental revenue.
• Identify new upsell and cross-sell opportunities through data insights, guest feedback, and trends in the luxury resort market.
• Develop partnerships and exclusive experiences that elevate Big Cedar’s premium positioning.

Operational Excellence & Guest Resolution

• Oversee daily operations of Concierge and Resort Services, ensuring efficient handling of transportation, scheduling, activity planning, and guest logistics.
• Lead the Customer Care team to deliver timely, brand-aligned responses across phone, email, and digital communication channels.
• Manage and resolve elevated guest concerns with empathy, urgency, and professionalism.
• Implement service recovery standards to restore trust and cultivate loyalty.

Insights, Innovation & Continuous Improvement

• Monitor service KPIs and guest satisfaction data to identify trends and implement improvements.
• Drive innovation in guest communication, technology use, operational workflows, and experience design.
• Collaborate on system improvements for PMS, CRM, telephony, and guest messaging tools.
• Lead initiatives that strengthen engagement, streamline processes, and enhance operational efficiency.

• Perform other duties within scope of position as assigned.

EXPERIENCE/QUALIFICATIONS:

• Minimum Degree Required:    High School Diploma or Equivalent
• 5–7+ years of leadership experience in hospitality, resorts, or luxury guest experience management.
• Demonstrated success in leading high-performing teams in upscale or high‑volume environments.
• Strong understanding of luxury service standards and guest journey design.
• Experience creating premium, revenue-generating guest experiences.
• Excellent communication, coaching, conflict resolution, and strategic thinking skills.
• Familiarity with hospitality management systems (PMS, CRM, contact center platforms, digital guest engagement tools)

KNOWLEDGE, SKILLS, AND ABILITY:

• Warm, polished, and personable with a genuine love for hospitality.
• Strategic thinker with the ability to design—and deliver—elevated guest journeys.
• Innovative mindset focused on creating memorable luxury experiences.
• Calm under pressure and solutions oriented.
• Highly collaborative and skilled at building cross-functional relationships.

TRAVEL REQUIREMENTS:

Seldom/Never

PHYSICAL REQUIREMENTS:

Regularly walks, sits, stands & works on a computer.

Seldom/never lifts up to 50 lbs.

INDEPENDENT JUDGEMENT:

Develops objectives and general policies and procedures for a specific program or functional area of responsibility within general scope of established operational goals and plans. Day-to-day work and decisions do not require direction or review by immediate supervisor. End results are reviewed by supervisor.

Full Time Benefits Summary:
Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!

• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Voluntary benefits
• 401k Retirement Savings
• Paid holidays
• Paid vacation
• Paid sick time
• Bass Pro Cares Fund
• And more!

Bass Pro Shops is an equal opportunity employer.  Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.

Reasonable Accommodations

Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.
If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at hrcompliance@basspro.com.

Big Cedar Lodge