Job Description
Join our award-winning luxury hotel in the heart of Uptown Charlotte! The Charlotte Grand Hotel is seeking an exceptional Guest Experience Manager to create unforgettable moments for our discerning clientele. As a key member of our hospitality team, you'll lead our front desk operations while curating personalized guest experiences that exceed expectations. Enjoy competitive compensation, comprehensive benefits, and career growth in one of America's fastest-growing cities.
Responsibilities
- Oversee front desk operations and train staff on luxury service standards
- Resolve guest concerns with empathy and efficiency, maintaining 95%+ satisfaction
- Coordinate VIP experiences including room upgrades, special requests, and local recommendations
- Manage check-in/check-out processes and maximize room revenue through upselling
- Collaborate with housekeeping, concierge, and food & beverage teams for seamless service
- Implement guest feedback systems to drive continuous improvement
Qualifications
- 3+ years luxury hotel front desk management experience
- Proven ability to deliver exceptional guest service in high-volume settings
- Advanced knowledge of Opera or similar property management systems
- Strong problem-solving skills with conflict resolution expertise
- Ability to work flexible shifts including nights, weekends, and holidays
- Valid North Carolina hospitality certification preferred
- Proficiency in multiple languages is a distinct advantage