Job Description
Join the award-winning team at The Austin Grand Hotel, where luxury meets local charm in the heart of Texas' vibrant capital. We're seeking a dynamic Guest Experience Manager to craft unforgettable stays for our discerning international and domestic clientele. As the face of our AAA Four-Diamond property, you'll lead our front desk operations while embodying our commitment to personalized service and authentic Texan hospitality.
Our downtown boutique hotel offers competitive benefits including health insurance, 401k matching, exclusive hotel discounts, and professional development opportunities. Experience Austin's thriving culinary scene and live music capital perks while advancing your hospitality career in one of America's fastest-growing cities.
Responsibilities
- Oversee all front desk operations including check-in/out processes and VIP guest coordination
- Train and mentor front desk agents on service excellence and problem resolution protocols
- Implement upselling strategies for room upgrades, spa packages, and local experiences
- Manage guest complaint resolution with empathy and efficiency
- Collaborate with housekeeping and maintenance teams to ensure flawless room readiness
- Generate daily occupancy reports and optimize staffing based on demand forecasts
- Develop innovative guest loyalty programs to increase repeat business
Qualifications
- Minimum 3 years luxury hotel front desk management experience
- Proven expertise in Opera or similar property management systems
- Exceptional conflict resolution and multitasking abilities
- Valid Texas Food Handler certification preferred
- Fluency in English with conversational Spanish highly desirable
- Deep knowledge of Austin attractions, dining, and cultural events
- Ability to work flexible shifts including weekends and holidays
- Strong attention to detail with impeccable organizational skills