Job Description
Join the heart of hospitality at The Grand Dallas Hotel, where luxury meets southern charm. We're seeking a dynamic Guest Experience Manager to elevate our world-class service in the heart of downtown Dallas. Lead our guest relations team, create unforgettable moments, and drive operational excellence in our award-winning property. Enjoy competitive benefits, career growth opportunities, and work in one of Dallas' most iconic destinations.
Responsibilities
- Oversee daily guest relations operations and team performance
- Resolve complex guest inquiries and complaints with exceptional service
- Train and mentor front desk staff on service standards and protocols
- Coordinate VIP arrivals and personalized guest experiences
- Analyze guest feedback to implement service improvements
- Collaborate with housekeeping and maintenance teams for seamless operations
- Monitor online reviews and social media mentions
- Develop strategies to enhance guest satisfaction scores
Qualifications
- 3+ years hotel management or guest relations experience
- Proven leadership skills with team management experience
- Exceptional communication and conflict resolution abilities
- Proficiency in hotel management systems (Opera, etc.)
- Strong problem-solving and decision-making skills
- Bachelor's degree in Hospitality or related field preferred
- Flexible schedule including nights, weekends, and holidays
- Texas Food Handler certification (or ability to obtain)