Job Description
Join Baltimore's premier luxury waterfront destination as our next Guest Experience Manager! The Grand Harbor Hotel is seeking a dynamic hospitality professional to elevate our guest journey through personalized service and operational excellence. Located in the vibrant Inner Harbor district, our AAA Four-Diamond property offers unparalleled career growth in a stunning setting. If you thrive in high-energy environments and possess a passion for creating memorable moments, we invite you to apply.
Responsibilities
- Deliver exceptional guest experiences through personalized check-in/check-out procedures and anticipatory service
- Lead front desk operations, including staff scheduling, training, and performance management
- Resolve guest concerns with empathy and efficiency, maintaining high satisfaction scores
- Collaborate with housekeeping, concierge, and F&B teams to ensure seamless service delivery
- Oversee VIP guest arrangements and special event accommodations
- Implement upselling strategies for room upgrades and premium services
- Maintain accurate guest records and billing information in our PMS system
Qualifications
- 3+ years of luxury hotel front desk or guest services management experience
- Proven track record of exceeding guest satisfaction metrics
- Advanced proficiency in hotel management systems (Opera, Cloudbeds)
- Exceptional communication and conflict resolution skills
- Ability to multitask effectively during high-volume periods
- Valid Maryland Food Handler certification (or willingness to obtain)
- Fluency in English; Spanish proficiency highly desirable
- Flexible availability including nights, weekends, and holidays