Job Description
Join The Grand Raleigh Hotel's award-winning team as we redefine luxury hospitality in the heart of downtown Raleigh. We're seeking a dynamic Guest Experience Manager to create unforgettable moments for our discerning guests. This pivotal role combines exceptional service leadership with operational excellence in our AAA Four-Diamond property. Enjoy competitive benefits including premium health coverage, career development programs, and exclusive hotel discounts. Work in a vibrant environment where your passion for hospitality drives daily excellence.
Responsibilities
- Lead front desk operations and guest check-in/check-out processes
- Resolve guest concerns with empathy and solution-oriented approaches
- Train and mentor front desk staff on service standards
- Coordinate with housekeeping and maintenance teams for seamless operations
- Manage room inventory and optimize occupancy rates
- Implement upselling strategies for premium services
- Maintain detailed guest preference profiles for personalized experiences
Qualifications
- 3+ years hotel front desk management experience
- Proven conflict resolution and problem-solving skills
- Proficiency in property management systems (Opera/Micros)
- Exceptional communication and interpersonal abilities
- Ability to multitask in high-pressure environments
- Valid North Carolina Food Handler's certification preferred
- Flexible availability including nights, weekends, and holidays