Job Description
Join Nashville's premier luxury hotel as a Guest Experience Manager and transform every stay into an unforgettable memory. We're seeking a passionate hospitality professional to lead our front desk operations and elevate guest satisfaction to new heights. At The Grand Ole Opry Hotel, you'll be the heartbeat of our guest journey, creating authentic Southern hospitality experiences in the heart of Music City.
Responsibilities
- Oversee daily front desk operations including check-in/check-out procedures and VIP guest handling
- Train and mentor front desk staff on service excellence and problem resolution
- Implement personalized guest recognition programs for repeat visitors
- Coordinate with housekeeping, valet, and concierge departments for seamless service delivery
- Resolve guest complaints with empathy and efficiency while maintaining brand standards
- Monitor guest satisfaction metrics and implement improvement strategies
- Manage inventory of amenities and ensure operational readiness
Qualifications
- 3+ years of hotel front desk management experience in luxury properties
- Proven track record of achieving guest satisfaction scores above 95%
- Expert knowledge of Opera or similar property management systems
- Tennessee Food Handler's certification (or willingness to obtain)
- Exceptional conflict resolution and multitasking abilities
- Valid driver's license with clean record (for valet coordination)
- Availability to work nights, weekends, and holidays
- Spanish language proficiency preferred