Job Description
Join our award-winning luxury hotel in the heart of Charlotte, Georgia! We're seeking a passionate Guest Experience Manager to elevate our world-class hospitality standards. As a key leader on our team, you'll create unforgettable moments for discerning travelers while mentoring our front-desk and concierge teams. This role offers exceptional growth opportunities in a dynamic, high-end environment with competitive benefits and premium perks.
Our ideal candidate thrives in fast-paced settings, possesses exceptional problem-solving skills, and embodies the art of personalized service. If you're ready to transform guest interactions into lifetime memories and advance your hospitality career, apply today!
Responsibilities
- Lead and mentor front-desk and concierge teams to deliver exceptional guest experiences
- Resolve complex guest inquiries and complaints with professionalism and empathy
- Oversee VIP arrival experiences and personalized guest preference tracking
- Collaborate with housekeeping, food & beverage, and event departments for seamless service
- Analyze guest feedback to implement service improvement initiatives
- Train staff on luxury brand standards and operational procedures
- Monitor occupancy trends and optimize staffing schedules
- Develop innovative guest engagement programs
Qualifications
- 5+ years of luxury hotel experience with 2+ years in leadership roles
- Proven track record of exceeding guest satisfaction metrics
- Expert knowledge of hospitality CRM systems and PMS software
- Exceptional communication and conflict resolution skills
- Certification in hospitality management (CHIA or equivalent) preferred
- Ability to work flexible schedules including nights, weekends, and holidays
- Strong financial acumen with experience in budget management
- Fluency in English; additional languages a significant advantage