Job Description
Join our award-winning luxury hotel in the heart of Sacramento! The Grand Sacramento Hotel is seeking a dynamic Guest Experience Manager to create unforgettable moments for our discerning clientele. As a key member of our hospitality team, you'll drive guest satisfaction through personalized service, operational excellence, and innovative problem-solving. Our property offers competitive benefits, career growth opportunities, and a vibrant downtown location near Sacramento's premier attractions.
Responsibilities
- Lead guest relations initiatives to exceed satisfaction targets and drive positive reviews
- Train and mentor front desk agents on premium service standards and conflict resolution
- Coordinate VIP guest experiences including special requests and personalized amenities
- Monitor and analyze guest feedback to implement service improvements
- Collaborate with housekeeping, concierge, and food & beverage teams for seamless operations
- Resolve escalated guest issues with discretion and professionalism
- Develop and maintain loyalty program engagement strategies
Qualifications
- 3+ years luxury hotel experience with proven guest service leadership
- Exceptional communication and interpersonal skills
- Proficiency in hotel management systems (Opera, etc.)
- Strong problem-solving abilities and emotional intelligence
- Valid California Food Handler's Card preferred
- Ability to work flexible shifts including nights, weekends, and holidays
- BS/BA in Hospitality Management or related field preferred
- Fluency in English; Spanish proficiency highly valued