Job Description
Join San Francisco's premier luxury hospitality destination as our Guest Experience Manager. At The Grand Palace Hotel, we craft unforgettable moments in the heart of the city. This pivotal role blends operational excellence with personalized service to create exceptional guest journeys. Lead our award-winning front desk team while driving innovation in guest satisfaction metrics. Enjoy competitive benefits including premium health coverage, generous PTO, and exclusive hotel perks in one of America's most vibrant cities.
Responsibilities
- Train and mentor 15+ guest service staff on luxury service standards and conflict resolution
- Oversee VIP guest experiences, including personalized check-ins and exclusive concierge services
- Analyze guest feedback data to implement service improvement initiatives
- Coordinate with housekeeping, valet, and F&B teams for seamless guest operations
- Develop and execute special event programming for hotel guests
- Manage departmental budget and inventory control for guest amenities
- Lead daily pre-shift meetings and service recovery protocols
Qualifications
- 5+ years in luxury hotel management with 2+ years in supervisory roles
- Proven track record exceeding guest satisfaction metrics (NPS > 90)
- Expertise in Opera or similar property management systems
- Fluency in English with Spanish proficiency highly valued
- Strong crisis management and problem-solving abilities
- Valid California Food Handler certification preferred
- Ability to work flexible shifts including nights, weekends, and holidays
- Bachelor's degree in Hospitality Management or equivalent experience