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Guest Experience Coordinator

About the role

Location: On-site at Tierramor
Reports to: Business Manager, Experiences

At Tierramor, guest experience is not about perfection, it’s about attunement, clarity, consistency, and care.

We’re hiring a Guest Experience Coordinator to join our Operations team as the first point of contact- and the steady thread throughout- a guest’s stay. This team member will work hand-in-hand with the Business Manager, Experiences and Operations Manager acting as the connective tissue between all functions to ensure the guest experience is held to the highest standards of care. They’ll help guests land, find their rhythm, and navigate the space with ease. 

A hyper organized, hospitality-driven do-er, the Guest Experience Coordinator is not only responsible for holding the experience- they’ll make sure the underlying systems, communication, and coordination are strong enough to support that experience consistently.

what you’ll do

    • Lead all pre-arrival communication so guests arrive informed and prepared

      • This includes creating materials and resources that are guest-facing. We’re looking for someone to enhance what’s already in place.

    • Welcome and orient guests upon arrival

      • You’ll act as the face of Tierramor- reliability, consistency, warmth, and clear communication should be innate competencies 

    • Serve as the primary point of contact throughout their stay

    • Design, implement and coordinate clear and thoughtful departure experience

      • We’re looking to create a feedback loop between us and our guests- help us growth with a right-sized solution that makes sense

    • Work closely with Ground Operations, Food, and Experiences teams to ensure readiness for arrivals, building meaningful trust-based relationships with stakeholders to ensure effective collaboration and execution

    • Make sure all teams have accurate guest information, schedules, and needs

      • Enhance our current communication system- help us work better- together

    • Identify gaps in coordination before they impact the guest experience

      • This should be a constant effort- in this role you’re always helping us iterate and improve

    • Maintain clear, timely, and warm communication with all guests

      • Help us identify the best platforms and ways to engage with our guests

    • Ensure guests understand how to navigate the space and what is available to them

    • Track guest preferences, needs, and important details. Act as the gatekeeper of this intelligence and ensure relevant team members/stakeholders receive this information in a timely, meaningful manner

    • Ensure thoughtful touches that make guests feel seen and acknowledged

      • Exercise your hospitality background and help us think of meaningful ways to build connection to person and place

  • This role is the frontline of guest support.

    • Act as the main point of contact for any guest issues, questions, or concerns

    • Respond to challenges in real time with calm, clarity, and ownership

    • Take responsibility for resolving issues—not just passing them along

    • Self-resource solutions by working across teams and using available tools

    • Balance care for the guest with the realities of operating on a working land

    This is a role for someone who can stay steady under pressure and find solutions quickly, without creating unnecessary escalation.

    • Partner with the Business Manager, Experiences to coordinate programming

    • Ensure spaces, materials, and teams are prepared in advance

    • Support the flow of experiences on the ground as needed

    • Help ensure guests know where to be and what to expect

    • Own all administration related to the guest experience - this includes handling all payments, reporting and bookings made in Retreat Guru 

    • Ensure bookings, guest details, and schedules are accurate

    • Identify inefficiencies in workflows and improve them

    • Help shape simple, effective systems that support both team and guest experience

Who this role is for:

You likely:

  • Have experience in boutique hotels, retreat centers, or similar environments

  • Naturally think about how things could run better and bring ideas forward

  • Are comfortable managing multiple moving parts at once

  • Default to being proactive and taking initiative without being incentivized to do so

  • Can move between people-facing work and behind-the-scenes coordination

  • Are resourceful and able to figure things out without needing constant direction

  • Are comfortable working in a dynamic, land-based environment (this is not a traditional hotel setting)

This role is for someone who has worked in hospitality operations and understands what it takes to deliver a high-quality, human-centered experience.

WHAT YOU BRING

  • Strong hospitality instincts and operational awareness

  • Technical acumen- you know what systems work and don’t. You’ll come with recommendations based on lived experiences/trial and error

  • Ability to manage details without losing sight of the whole experience

  • Confidence handling guest issues directly and respectfully

  • Comfort with systems and tools (booking platforms, communication tools, etc.)

  • A proactive, ownership-oriented mindset

What Success Looks Like:

  • Guests feel clear, welcomed, and supported throughout their stay

  • Information flows smoothly across teams

  • Teammates see you as the connective tissue, someone they can rely on

  • Issues are handled quickly and don’t repeat

  • The experience feels organized without feeling rigid

  • Systems become simpler and more effective over time

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HOW to APPLY

Send your CV to talent@tierramor.cr and ns@tierramor.cr.

Include a 1 minute long video explaining why would you like to be part of Tierramor’s team.

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