Job Description
Join our award-winning luxury boutique hotel in the heart of downtown Tucson! As a Guest Experience Manager, you'll be the cornerstone of our hospitality team, creating unforgettable stays for discerning travelers. We offer competitive compensation, comprehensive benefits (including medical/dental/vision), 401(k) matching, and generous employee discounts. Work in a vibrant desert oasis with stunning mountain views and be part of a culture that celebrates creativity and exceptional service.
Responsibilities
- Deliver personalized guest experiences exceeding expectations through proactive communication and anticipating needs
- Oversee daily front desk operations including check-in/out, VIP guest coordination, and issue resolution
- Train and mentor front desk agents on service standards, local expertise, and upselling techniques
- Collaborate with housekeeping, food & beverage, and maintenance teams to ensure seamless guest journeys
- Implement innovative guest engagement strategies and loyalty program initiatives
- Manage inventory for guest amenities and operational supplies
- Handle escalated guest concerns with professionalism and creative solutions
Qualifications
- 3+ years luxury hotel or high-end hospitality experience with supervisory role
- Proven track record in guest satisfaction metrics (NPS/RevPAR)
- Exceptional problem-solving skills with ability to make sound decisions under pressure
- Proficiency in Opera PMS and Microsoft Office Suite
- Deep knowledge of Tucson attractions, culture, and seasonal events
- Valid Arizona driver's license with clean record
- Ability to work flexible schedule including nights, weekends, and holidays
- Bilingual (English/Spanish) preferred