Job Description
Join Kansas City's premier luxury hotel and elevate guest experiences to new heights! The Grand River Hotel seeks a dynamic Guest Experience Manager to lead our hospitality team in delivering exceptional service. In this pivotal role, you'll craft memorable stays for discerning travelers while mentoring staff and optimizing operations. If you're passionate about hospitality innovation and thrive in a fast-paced environment, apply now to shape the future of luxury travel in the heart of the Midwest.
Responsibilities
- Oversee daily front desk operations and staff training programs
- Develop and implement personalized guest engagement strategies
- Resolve escalated guest concerns with empathy and efficiency
- Collaborate with housekeeping, maintenance, and F&B departments
- Analyze guest feedback to drive service improvements
- Manage inventory for guest amenities and supplies
- Create memorable arrival/departure experiences
- Maintain compliance with brand standards and safety protocols
Qualifications
- 3+ years in luxury hotel management or senior guest services role
- Proven leadership experience with team development
- Exceptional conflict resolution and communication skills
- Proficiency in Opera/PMS and revenue management systems
- Strong knowledge of Kansas City attractions and events
- Bachelor's degree in Hospitality or related field preferred
- Ability to work flexible hours including nights/weekends
- Certification in hospitality management a plus