Job Description
Join the legendary luxury of The Willard InterContinental, a historic AAA Five Diamond hotel in the heart of Washington DC. We seek a passionate Guest Experience Manager to deliver world-class hospitality to our discerning clientele. This full-time role offers competitive compensation, comprehensive benefits, and unparalleled career growth in one of DC's most iconic properties.
Responsibilities
- Deliver exceptional guest service through personalized interactions and anticipatory service
- Manage VIP guest experiences, including celebrity and diplomatic clientele
- Train and mentor front desk staff on service excellence protocols
- Resolve complex guest issues with discretion and professionalism
- Coordinate with concierge, housekeeping, and F&B teams for seamless guest journeys
- Monitor guest satisfaction metrics and implement improvement strategies
- Oversee check-in/check-out processes and room assignment optimization
Qualifications
- 3+ years luxury hotel front desk management experience
- Proven expertise in guest relationship management
- Advanced knowledge of Opera PMS and hotel technology systems
- Exceptional problem-solving and conflict resolution skills
- Ability to thrive in fast-paced, high-pressure environments
- Valid DC Hospitality Alcohol Certification
- Fluency in English; Spanish proficiency preferred