Company Overview

At Whim Hospitality, we do more than provide luxury accommodations, inspired dining, unique spas, and bespoke event services—we create meaningful experiences. Founded by Kim and Whit Hanks, Whim is a brand built on passion, heritage, and personal legacy. Every property, restaurant, and event reflects a rich narrative woven into historic places, each with a unique story to tell.

The founders of this fast-growing and iconic hospitality company had a vision: to transform beautiful, storied spaces into destinations where luxury and community coexist in perfect harmony. It’s a place where guests feel immersed in the soul of every location—whether through memorable stays, distinctive events, or the smallest touches of hospitality magic. We’re looking for talented, passionate individuals to help us write the next chapter.

Position Overview

We are seeking a passionate and results-driven Director of Guest Experience to lead and elevate the guest journey for our leisure and event guests at our Camp Lucy property. This role oversees the Lodging Department, including Front Desk and Housekeeping, as well as the Account Management team. The ideal candidate will drive operational excellence, inspire a culture of hospitality, and ensure every guest’s experience reflects the exceptional standards of Camp Lucy. This role will report to the Camp Lucy General Manager.

Key Responsibilities

• Guest Experience Leadership:

• Champion a guest-centric culture, ensuring all touchpoints deliver memorable experiences for leisure travelers, wedding parties, and corporate event guests.

• Anticipate guest needs and resolve concerns promptly to maintain high levels of satisfaction.

• Operational Oversight:

• Oversee Front Desk operations, ensuring smooth check-in/out processes, accurate billing, and personalized guest interactions.

• Manage Housekeeping to uphold impeccable cleanliness and comfort standards across all accommodations and public spaces.

• Inspect property and services to ensure compliance with licensing laws, health and safety, and other regulations

• Oversee Account Management team to ensure seamless communication and execution of group bookings, weddings, and events.

• Team Development:

• Lead, train, and mentor a high-performing team, fostering professional growth and alignment with Whim values.

• Establish clear performance expectations and provide ongoing feedback to drive team accountability and excellence.

• Address and resolve employee issues in a timely and constructive manner.

• Strategic Planning & Execution:

• Develop and implement strategies to enhance guest satisfaction, driving repeat business and positive brand reputation

• Partner with the General Manager and other department heads to align operations with guest experience and property goals.

• Work with the General Manager to develop departmental budgets and monitor expenses.

• Metrics & Reporting:

• Monitor guest satisfaction scores, reviews, and feedback to identify opportunities for improvement.

• Track key performance indicators (KPIs) for operational efficiency and team productivity.

• Cross-Department Collaboration:

• Work closely with Sales, Banquet, and Food & Beverage teams to ensure cohesive service delivery.

• Act as a department liaison to ensure all guest requests and expectations are met.

  Q ualifications & Skills

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field (or equivalent experience).

• 5+ years of progressive leadership experience in luxury hospitality, preferably in boutique resorts or event-focused venues.

• Proven ability to lead and inspire diverse teams across multiple departments.

• Strong problem-solving, communication, and interpersonal skills.

• Familiarity with property management systems (PMS) and guest feedback platforms.

• Passion for delivering exceptional guest experiences and attention to detail.

Expectations and Schedule:

The work hours will vary based on business needs, but weekends and holidays will be required. 

What We Offer

• Competitive salary and benefits, including health coverage and paid time off

• Opportunities for growth within a fast-growing, dynamic company

• Perks at our luxury properties outside of Austin, Texas, and Britain’s South Cotswold’s

• A collaborative and creative company culture that values innovation and teamwork

  Why Join Camp Lucy?

Nestled in the heart of Texas Hill Country, Camp Lucy offers a one-of-a-kind experience combining luxury accommodations, breathtaking event spaces, and world-class hospitality. As Director of Guest Experience, you’ll play a pivotal role in shaping the memories of our guests while working in a stunning and collaborative environment. Join our team and play a pivotal role in shaping the future of our people and the success of our company.

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