Job Description
Join our award-winning luxury hotel in the heart of Raleigh's thriving downtown! As Guest Experience Manager at Grand Hotel Raleigh, you'll lead our team in delivering exceptional hospitality to discerning travelers. This is a unique opportunity to shape our service culture while enjoying competitive benefits, career growth, and a dynamic work environment in North Carolina's capital city.
Responsibilities
- Oversee daily guest relations operations and VIP experience protocols
- Train and mentor front desk, concierge, and valet teams on service excellence
- Resolve complex guest inquiries and service recovery situations
- Collaborate with departments to ensure seamless guest journeys
- Analyze guest feedback to implement service improvements
- Manage room assignment and inventory optimization systems
- Develop and execute seasonal guest experience initiatives
Qualifications
- 5+ years luxury hotel experience with 2+ years in leadership
- Proven track record in guest satisfaction metrics (NPS >90)
- Advanced proficiency in Opera/PMS and revenue management systems
- Exceptional communication and conflict resolution skills
- Valid North Carolina Food Protection Manager certification
- Ability to work flexible schedules including nights/weekends
- Bachelor's degree in Hospitality Management or equivalent
- Experience with CRM systems like Salesforce Hospitality Cloud