Job Description
Join The Cleveland Grand Hotel's award-winning hospitality team as a Guest Experience Manager! We're seeking a dynamic professional to create unforgettable stays for our discerning guests in the heart of downtown Cleveland. This premium role combines exceptional service leadership with operational excellence in our AAA Four-Diamond property. Enjoy competitive compensation, comprehensive benefits, and opportunities for growth in Cleveland's premier luxury hotel.
Responsibilities
- Deliver personalized guest experiences exceeding expectations through anticipatory service
- Lead front desk operations including check-in/check-out, VIP coordination, and complaint resolution
- Mentor and train front desk agents on service standards and property knowledge
- Collaborate with housekeeping, concierge, and F&B teams for seamless guest journeys
- Implement revenue management strategies through upselling and room optimization
- Manage inventory for amenities and ensure operational compliance with brand standards
- Analyze guest feedback and implement service improvement initiatives
Qualifications
- 3+ years luxury hotel front desk experience with leadership/supervisory background
- Proven ability to resolve complex guest situations with discretion and professionalism
- Expertise in Opera, PMS systems and hospitality software
- Exceptional communication and conflict resolution skills
- Valid Ohio Food Protection Manager certification preferred
- Strong knowledge of Cleveland attractions, dining, and events
- Ability to work flexible schedules including nights, weekends, and holidays
- Associate's degree in Hospitality or related field required