Job Description
Join the award-winning Baltimore Grand Hotel and lead our commitment to exceptional hospitality! As a Guest Experience Manager, you'll be the heart of our luxury waterfront property, crafting unforgettable stays for discerning travelers. Our team thrives on innovation and personalized service, and we're seeking a passionate leader to elevate our guest satisfaction standards. Enjoy competitive benefits, career growth opportunities, and the vibrant energy of Baltimore's Inner Harbor. If you're ready to make your mark in premium hospitality, apply today!
Responsibilities
- Oversee all front desk operations and guest services teams
- Train staff in luxury service standards and conflict resolution
- Implement personalized guest experiences and loyalty programs
- Manage VIP arrivals and special event accommodations
- Analyze guest feedback and implement service improvements
- Collaborate with housekeeping and F&B departments
- Monitor room inventory and optimize check-in/check-out processes
Qualifications
- 5+ years in luxury hotel management with 2+ leadership roles
- Proven track record in exceeding guest satisfaction metrics
- Advanced certification in hospitality management preferred
- Expert knowledge of Opera/PMS systems
- Exceptional communication and problem-solving skills
- Ability to work flexible shifts including nights/weekends
- Valid Maryland hospitality license