Job Description
Join Atlanta's premier luxury hospitality destination as a Guest Experience Manager at Grandeur Hotels & Resorts. We're seeking a dynamic leader to orchestrate unforgettable guest journeys in the heart of Georgia's vibrant capital. This role combines exceptional service leadership with strategic operations oversight in our award-winning downtown property.
As a key member of our leadership team, you'll drive guest satisfaction metrics while mentoring our front-line ambassadors. The ideal candidate thrives in fast-paced environments and possesses a passion for creating personalized luxury experiences. We offer competitive compensation, comprehensive benefits, and career advancement opportunities within our growing portfolio.
Responsibilities
- Lead and mentor front desk, concierge, and bell staff teams to exceed service standards
- Resolve complex guest inquiries and complaints with empathy and efficiency
- Implement and monitor guest satisfaction improvement initiatives
- Collaborate with housekeeping, F&B, and maintenance departments for seamless operations
- Conduct daily briefings and training sessions to elevate team performance
- Analyze guest feedback data to identify service enhancement opportunities
- Oversee VIP arrival experiences and special request fulfillment
Qualifications
- 5+ years in luxury hospitality with 2+ years in supervisory/management roles
- Proven track record of achieving guest satisfaction scores >95%
- Advanced proficiency in Opera PMS and hotel management systems
- Exceptional conflict resolution and crisis management abilities
- Deep knowledge of Atlanta attractions, dining, and cultural events
- Fluency in English; Spanish proficiency highly valued
- Valid Georgia driver's license with clean record