Job Description
Join Atlanta's premier luxury hotel as a Guest Experience Manager and elevate our world-class hospitality. We're seeking a dynamic leader to craft unforgettable stays for discerning guests while mentoring our passionate team. This role combines strategic oversight with hands-on excellence in a vibrant downtown setting. Enjoy competitive benefits, professional growth opportunities, and the chance to make lasting impressions in the heart of Georgia's capital.
Responsibilities
- Oversee daily front desk operations and guest services team performance
- Resolve complex guest inquiries with personalized solutions exceeding expectations
- Develop and implement innovative guest experience initiatives
- Train and mentor staff on luxury service standards and crisis management
- Collaborate with departments to ensure seamless guest journey
- Analyze guest feedback data to drive service improvements
- Manage VIP arrivals and special event coordination
Qualifications
- 5+ years luxury hospitality experience with 2+ years in leadership
- Proven track record in guest satisfaction metrics (NPS > 90)
- Expert knowledge of Opera/PMS systems and revenue management
- Exceptional problem-solving and conflict resolution abilities
- Strong bilingual communication skills (English/Spanish preferred)
- Certification in hotel management (CHIA, AHLEI) or equivalent
- Ability to work flexible schedules including nights/weekends