Job Description
Join our award-winning luxury hotel in the heart of Atlanta's vibrant downtown! Grand Peach Hospitality is seeking an exceptional Guest Experience Manager to create unforgettable moments for our discerning guests. This pivotal role combines leadership, hospitality excellence, and operational oversight to ensure our guests receive world-class service at every touchpoint. If you're passionate about crafting memorable experiences and thrive in a dynamic environment, we invite you to elevate our guest journey to new heights.
Responsibilities
- Lead and mentor a team of 15+ front desk staff, ensuring exceptional guest service standards
- Oversee check-in/check-out processes, VIP guest handling, and complaint resolution
- Collaborate with housekeeping, concierge, and F&B departments for seamless guest experiences
- Implement and optimize guest loyalty programs and personalized service initiatives
- Analyze guest feedback to identify improvement opportunities and drive service enhancements
- Manage departmental budget, inventory control, and operational KPIs
- Coordinate with sales team for group bookings and corporate account management
Qualifications
- 5+ years in luxury hotel management with 2+ years in guest services leadership
- Proven track record of exceeding guest satisfaction metrics (NPS ≥90)
- Expert knowledge of Opera/PMS systems and hospitality CRM tools
- Exceptional conflict resolution and problem-solving abilities
- Valid Georgia Food Service Manager certification preferred
- Fluency in English; Spanish proficiency highly valued
- Ability to work flexible schedules including nights, weekends, and holidays