Job Description
Join The Austin Grand Hotel's award-winning hospitality team as a Guest Experience Manager! We're seeking a passionate leader to craft unforgettable stays at Austin's premier luxury destination. In this pivotal role, you'll orchestrate seamless guest interactions while driving service excellence across all touchpoints. Our downtown landmark hotel offers competitive benefits, career growth opportunities, and an unbeatable location near Austin's vibrant entertainment scene. If you thrive in dynamic environments and possess a relentless commitment to hospitality innovation, apply today to elevate your career in the heart of Live Music Capital!
Responsibilities
- Lead and mentor a 15-member guest services team to deliver exceptional personalized experiences
- Oversee check-in/check-out processes, VIP guest handling, and complaint resolution
- Collaborate with F&B and Housekeeping to ensure cohesive service standards
- Analyze guest feedback to implement continuous improvement initiatives
- Manage room inventory optimization and dynamic pricing strategies
- Coordinate with sales team for corporate/group account fulfillment
- Train staff on service recovery and cultural sensitivity protocols
Qualifications
- 5+ years luxury hotel experience with 2+ years in guest leadership
- Proven track record in exceeding guest satisfaction metrics (NPS 40+)
- Advanced certification from CHA or AHLEI preferred
- Fluency in English; Spanish proficiency highly valued
- Mastery of Opera PMS and CRM systems
- Exceptional problem-solving and conflict resolution abilities
- Valid Texas Food Handler and Alcohol certification
- Ability to work flexible shifts including nights/holidays