Job Description
Join our legendary team at The Pontchartrain Hotel in the heart of the French Quarter! We're seeking a passionate Guest Experience Manager to deliver unforgettable hospitality in New Orleans' most vibrant setting. As a cornerstone of our award-winning service, you'll create personalized experiences that blend Southern charm with modern luxury while immersing guests in the city's rich culture. Enjoy competitive benefits, career growth opportunities, and the chance to work in one of America's most iconic destinations.
Responsibilities
- Deliver exceptional guest interactions across all touchpoints with personalized attention
- Resolve guest inquiries and concerns promptly with creative problem-solving
- Collaborate with housekeeping, F&B, and concierge teams for seamless service coordination
- Implement hotel standards while adapting to unique guest preferences and local culture
- Train and mentor front desk staff on hospitality excellence and cultural awareness
- Manage room assignments and VIP requests with meticulous attention to detail
- Contribute to continuous improvement of guest experience processes
Qualifications
- Minimum 3 years luxury hospitality experience with guest-facing leadership role
- Deep knowledge of New Orleans attractions, culture, and seasonal events
- Proven conflict resolution and relationship-building skills
- Advanced proficiency in Opera or similar property management systems
- Ability to work flexible schedules including nights, weekends, and holidays
- Exceptional communication skills with multilingual capabilities preferred
- Valid Louisiana Food Handler's Card or ability to obtain within 30 days