Job Description
Join our award-winning luxury waterfront hotel in vibrant San Diego! The Coastal Grand Hotel is seeking a passionate Guest Experience Manager to elevate our hospitality standards and create unforgettable moments for international guests. This role combines strategic leadership with hands-on guest interaction in our stunning harborfront location. You'll lead a dynamic team while implementing innovative service initiatives that align with our brand's commitment to excellence.
We offer competitive benefits including health insurance, 401(k) matching, complimentary accommodation privileges, and career advancement opportunities within our global portfolio. Experience San Diego's coastal charm while building your hospitality career.
Responsibilities
- Lead, mentor, and train a team of 15+ front desk agents and concierge staff
- Develop and implement guest experience protocols exceeding industry standards
- Resolve complex guest issues with empathy and creative solutions
- Analyze guest feedback to drive service improvements and operational enhancements
- Collaborate with departments (Housekeeping, F&B, Events) for seamless guest journeys
- Oversee VIP arrival experiences and personalized service offerings
- Manage departmental budget and inventory for guest amenities
Qualifications
- 5+ years in luxury hotel operations with 2+ years in leadership
- Proven track record in guest satisfaction metrics (RevPAR, CSI scores)
- Expertise in Opera PMS and CRM systems
- Exceptional problem-solving and conflict resolution abilities
- Fluency in English; Spanish proficiency highly valued
- Valid California Food Handler and Alcohol Service certifications
- Bachelor's degree in Hospitality or related field preferred