Job Description
Join Austin's premier luxury hospitality destination as our Guest Experience Manager. At The Austin Grand Hotel, we redefine Texas hospitality with unparalleled service and attention to detail. This pivotal role leads our front-of-house operations, ensuring every guest creates unforgettable memories in the heart of the Live Music Capital. You'll mentor a dynamic team while implementing innovative service strategies that set new industry standards. If you're passionate about creating magical moments and possess leadership excellence, this is your stage to shine.
Responsibilities
- Lead, train, and inspire 15+ front-of-house staff to deliver exceptional guest experiences
- Develop and implement personalized guest engagement protocols exceeding luxury brand standards
- Oversee VIP guest experiences, including concierge services and special occasion arrangements
- Analyze guest feedback and operational metrics to drive continuous service improvements
- Collaborate with F&B and Housekeeping departments for seamless guest journey orchestration
- Manage daily front desk operations including check-in/check-out, billing, and conflict resolution
- Execute targeted upselling strategies for premium rooms, suites, and hotel amenities
Qualifications
- 5+ years in luxury hotel management with 2+ years in supervisory roles
- Proven expertise in guest experience optimization and service recovery
- Advanced proficiency in Opera/PMS and hotel CRM systems
- Exceptional leadership abilities with documented team development success
- Deep knowledge of Austin's tourism landscape and local attractions
- Strong financial acumen with revenue management experience
- Ability to work flexible schedules including nights, weekends, and holidays
- Bachelor's degree in Hospitality Management or related field required