The Pre-Arrival Manager is responsible for leading and enhancing the guest experience prior to arrival while supporting the overall luxury experience at Bishop’s Lodge. This role oversees all pre-arrival operations and manages a team of Itinerary Designers responsible for coordinating personalized guest experiences, including dining reservations, activities, transportation, spa appointments, special requests, and resort programming.In addition to leading the pre-arrival team, this position oversees Basecamp operations and Bunkhouse buyouts booked directly through the resort website. The Pre-Arrival Manager works closely with operational departments to ensure all guest experiences are thoughtfully curated, accurately communicated, and executed seamlessly in alignment with the luxury standards of the property. This role also supports revenue opportunities through personalized itinerary planning, direct bookings, upselling, and guest engagement.The ideal candidate is highly organized, service-oriented, proactive, and passionate about creating exceptional guest experiences. Strong leadership, communication, and problem-solving skills are essential, along with the ability to multitask and maintain attention to detail in a fast-paced luxury hospitality environment.Lead and manage the Itinerary Designer team, providing direction, support, coaching, and accountability to ensure exceptional guest service and operational efficiency.Oversee all pre-arrival guest communication to ensure personalized and seamless experiences prior to arrival.Coordinate and oversee guest arrangements including dining reservations, spa appointments, transportation, activities, amenities, and special requests.Review upcoming arrivals daily to identify VIP guests, celebrations, preferences, and operational needs.Oversee Basecamp experiences and ensure all reservations, schedules, waivers, transportation, and logistical details are organized and communicated effectively.Manage Bunkhouse buyouts booked directly through the resort website, including rooming details, guest itineraries, activities, dining arrangements, and special accommodations.Partner closely with Front Office, Housekeeping, Food & Beverage, Spa, Adventure, Sales, and Revenue teams to ensure flawless execution of guest experiences.Anticipate guest needs and proactively resolve concerns prior to arrival whenever possible.Maintain accurate guest records, itineraries, and communication within hotel systems.Support departmental organization, scheduling, operational efficiency, and luxury service standards in all interactions.Assist in identifying opportunities to increase guest engagement, direct booking revenue, and upselling opportunities.Perform additional duties and special projects as assigned.
