Job Description
Join our award-winning luxury hotel in downtown Detroit as a Guest Experience Manager! We're seeking a hospitality visionary to lead our front-of-house operations and create unforgettable moments for our discerning guests. You'll oversee a dynamic team while implementing innovative service standards that reflect Detroit's vibrant culture and our commitment to excellence.
As a key member of our leadership team, you'll collaborate with departments to ensure seamless guest journeys, from arrival to departure. This role offers competitive compensation, comprehensive benefits, and growth opportunities within our expanding portfolio of premium properties.
Responsibilities
- Lead and mentor front desk, concierge, and valet teams to deliver exceptional service
- Develop and implement guest experience protocols aligned with brand standards
- Resolve complex guest inquiries and elevate satisfaction scores
- Coordinate VIP arrivals and special event accommodations
- Analyze guest feedback to identify service improvement opportunities
- Collaborate with revenue management on occupancy strategies
- Train staff on emergency procedures and safety protocols
Qualifications
- 5+ years in luxury hospitality with 2+ years in leadership roles
- Proven track record of exceeding guest satisfaction metrics
- Expert knowledge of Opera PMS and hotel management systems
- Exceptional problem-solving and conflict resolution abilities
- Strong financial acumen with budget management experience
- Valid Michigan Food Handler's and ServSafe certifications
- Ability to work flexible shifts including nights, weekends, and holidays