Job Description
Join the award-winning team at The Grand Minneapolis Hotel, a luxury destination in the heart of downtown. We're seeking a passionate Guest Experience Manager to create unforgettable moments for our discerning guests. This pivotal role combines exceptional hospitality leadership with strategic operational oversight in our AAA Four-Diamond property. You'll drive guest satisfaction initiatives while mentoring a team of 15+ hospitality professionals. Enjoy competitive benefits including health insurance, 401k matching, and exclusive hotel discounts.
Our ideal candidate thrives in fast-paced environments and possesses a deep understanding of luxury service standards. If you're ready to elevate guest experiences while advancing your hospitality career in Minneapolis' premier hotel, we encourage you to apply.
Responsibilities
- Lead guest satisfaction initiatives achieving 95%+ positive review scores
- Train and mentor front desk, concierge, and bell staff on luxury service protocols
- Resolve complex guest issues with empathy and discretion
- Collaborate with departments to ensure seamless guest experiences
- Analyze guest feedback to implement service improvements
- Manage VIP arrivals and personalized guest requests
- Oversee check-in/check-out processes for optimal efficiency
- Conduct daily pre-shift meetings and service standard audits
Qualifications
- 5+ years in luxury hotel management with 2+ years in guest relations leadership
- Proven track record of exceeding guest satisfaction targets
- Expert knowledge of Opera/PMS property management systems
- Strong conflict resolution and crisis management skills
- Exceptional communication and interpersonal abilities
- Valid Minnesota Food Handler's and Alcohol Service permits
- Ability to work flexible schedules including nights/weekends/holidays
- Bachelor's degree in Hospitality Management or equivalent experience