Job Description
Join the iconic legacy of The Queen Mary, where history meets luxury hospitality. We're seeking a passionate Guest Experience Manager to curate unforgettable stays for our discerning guests. Lead our award-winning team in delivering personalized service that celebrates our 90-year maritime heritage while embracing modern luxury standards. Enjoy competitive benefits, career growth opportunities, and the unique privilege of working aboard a world-renowned floating landmark.
Responsibilities
- Train and mentor front desk staff in exceptional guest service protocols
- Resolve complex guest inquiries and elevate satisfaction through proactive solutions
- Oversee VIP arrival experiences and personalized amenity coordination
- Monitor guest feedback systems and implement service improvement initiatives
- Collaborate with housekeeping, concierge, and F&B departments for seamless operations
- Conduct daily briefings and performance reviews for guest services team
- Ensure compliance with brand standards and safety regulations
Qualifications
- 5+ years in luxury hotel guest services management
- Proven expertise in conflict resolution and guest retention strategies
- Advanced knowledge of Opera/PMS property management systems
- Strong leadership skills with team development experience
- Exceptional communication and problem-solving abilities
- Valid California Food Handler certification preferred
- Experience with high-profile properties or historic venues
- Ability to work flexible schedules including nights/weekends