Job Description
Join New Orleans' premier luxury hotel as our Guest Experience Manager! Lead our award-winning team in delivering legendary hospitality in the heart of the French Quarter. This role combines strategic leadership with hands-on guest engagement to create unforgettable experiences for discerning travelers worldwide. Be part of a team that celebrates the vibrant culture of NOLA while upholding our five-star service standards.
Responsibilities
- Directly oversee all front desk operations, VIP guest services, and concierge team
- Develop and implement personalized guest experience strategies
- Resolve complex guest inquiries and service recovery situations
- Collaborate with F&B and housekeeping departments for seamless service delivery
- Train staff on cultural sensitivity and local expertise
- Analyze guest feedback to drive continuous improvement
- Manage departmental budget and performance metrics
Qualifications
- Bachelor's degree in Hospitality Management or equivalent experience
- 5+ years luxury hotel experience with 3+ years in guest relations leadership
- Proven expertise in crisis management and conflict resolution
- Advanced knowledge of Opera or similar PMS systems
- Exceptional communication and multilingual skills (French/Spanish preferred)
- Deep understanding of New Orleans tourism and cultural landscape
- Valid Louisiana Food Handler's certification