Job Description
Join The Grand Austin Hotel's award-winning team as we redefine luxury hospitality in the heart of Texas' vibrant capital. As a Guest Experience Manager, you'll be the cornerstone of our commitment to creating unforgettable stays for discerning travelers. Our boutique hotel blends modern sophistication with authentic Texan charm, and we're seeking a passionate leader to elevate our guest interactions to extraordinary levels. This role offers competitive compensation, comprehensive benefits, and opportunities for career growth within our expanding portfolio of premium properties.
Responsibilities
- Deliver personalized guest experiences exceeding expectations through proactive relationship-building
- Train and mentor front desk staff on luxury service standards and local Austin expertise
- Resolve complex guest inquiries and operational challenges with exceptional diplomacy
- Collaborate with housekeeping, concierge, and F&B teams to ensure seamless guest journeys
- Monitor online reviews and implement service improvement initiatives
- Conduct VIP arrival preparations and special occasion celebrations
- Utilize Opera property management system for reservation optimization
Qualifications
- 3+ years luxury hotel experience with 2+ years in supervisory roles
- Proven expertise in guest conflict resolution and service recovery
- Advanced knowledge of hotel management systems (Opera, Delphi preferred)
- Exceptional communication skills with multilingual capabilities a plus
- Deep understanding of Austin's attractions, dining, and cultural scene
- Ability to work flexible shifts including nights, weekends, and holidays
- Valid Texas Food Handler certification
- Associate degree in Hospitality or related field required