Job Description
Join Baltimore's premier waterfront destination at Harborview Hospitality Group! We're seeking a dynamic Guest Experience Manager to elevate our luxury hotel operations. Lead our award-winning team in delivering exceptional service while driving guest satisfaction and loyalty. This role combines strategic oversight with hands-on leadership in our 250-room boutique property. Enjoy competitive benefits, career growth opportunities, and the chance to shape Baltimore's hospitality future.
Responsibilities
- Train and mentor front desk team on service excellence protocols
- Resolve guest inquiries and complaints with empathy and efficiency
- Oversee check-in/check-out processes and room assignment optimization
- Analyze guest feedback data to implement service improvements
- Coordinate with housekeeping, maintenance, and F&B departments
- Manage loyalty program engagement and upselling initiatives
- Conduct daily briefings and performance reviews
- Develop innovative guest experience strategies
Qualifications
- 3+ years in luxury hotel front desk management
- Proven track record in exceeding guest satisfaction metrics
- Expertise in Opera/PMS systems and revenue management
- Exceptional conflict resolution and communication skills
- Ability to multitask in high-volume environments
- Strong leadership and team development abilities
- Knowledge of Baltimore tourism landscape preferred
- Valid Maryland hospitality certification required