Job Description
Join the award-winning team at Grand Phoenix Resort & Spa, where luxury meets desert elegance. We're seeking a dynamic Guest Experience Manager to elevate our hospitality standards in the heart of Phoenix. This pivotal role blends leadership with hands-on guest relations, ensuring every interaction exceeds expectations. Enjoy competitive benefits, career growth opportunities, and work in one of Arizona's premier destinations.
Responsibilities
- Lead and mentor a team of 15+ hospitality professionals
- Oversee check-in/check-out processes and VIP guest services
- Resolve complex guest inquiries with creative solutions
- Collaborate with departments to create seamless guest journeys
- Implement and monitor service quality improvement initiatives
- Train staff on luxury brand standards and crisis management
- Analyze guest feedback data to drive operational excellence
Qualifications
- 5+ years in luxury hotel operations with 2+ years in leadership
- Proven expertise in guest experience management
- Advanced knowledge of Opera/PMS systems
- Exceptional conflict resolution and interpersonal skills
- Valid Arizona Food Handler's and Alcohol permits
- Strong analytical abilities with attention to detail
- Flexible schedule including nights, weekends, and holidays