Job Description
Join our award-winning luxury hotel in the heart of Austin! The Austin Grand is seeking a passionate Guest Experience Manager to elevate our hospitality standards and create unforgettable moments for our discerning clientele. This senior leadership role combines strategic oversight with hands-on guest engagement in one of America's most vibrant cities. You'll lead a dynamic team while driving innovative service initiatives that align with our brand's commitment to excellence. Enjoy competitive benefits, professional development opportunities, and the chance to shape the future of luxury hospitality in Austin.
Responsibilities
- Oversee daily front desk operations and team performance metrics
- Develop and implement personalized guest experience programs
- Resolve complex guest inquiries and service recovery situations
- Collaborate with F&B and Housekeeping departments for seamless service delivery
- Train staff on luxury service standards and emergency protocols
- Analyze guest feedback to identify improvement opportunities
- Manage VIP guest relationships and special event coordination
- Maintain compliance with brand standards and local regulations
Qualifications
- 5+ years in luxury hospitality with 2+ years in leadership roles
- Proven expertise in guest relationship management
- Advanced proficiency in Opera/PMS and hotel management systems
- Exceptional conflict resolution and problem-solving abilities
- Bachelor's degree in Hospitality Management or related field
- Strong analytical skills with experience in revenue management
- Certification in Hotel Management (CHIA/CHA) preferred
- Ability to work flexible schedules including nights/weekends/holidays