Job Description
Join The Grand Dallas Hotel's award-winning hospitality team as a Guest Experience Manager. We're seeking a passionate professional to elevate our guests' stays through personalized service and operational excellence. Located in the vibrant heart of downtown Dallas, our luxury hotel offers competitive benefits, career growth opportunities, and a culture that celebrates innovation in Texas hospitality.
Responsibilities
- Deliver exceptional guest interactions across all touchpoints including check-in, concierge, and issue resolution
- Train and mentor front desk agents on service standards and upselling techniques
- Oversee daily front desk operations, including staffing and workflow optimization
- Coordinate with housekeeping, maintenance, and F&B teams to ensure seamless guest experiences
- Implement guest feedback systems to drive continuous service improvement
- Manage VIP arrivals and special event accommodations
- Resolve escalated guest concerns with professionalism and discretion
Qualifications
- 3+ years luxury hotel front desk management experience in high-volume properties
- Proven track record in guest satisfaction metrics (e.g., TripAdvisor ratings, guest surveys)
- Advanced knowledge of Opera/PMS systems and revenue management principles
- Texas Food Handler and TABC certification required
- Bachelor's degree in Hospitality Management or related field preferred
- Fluency in English; Spanish proficiency highly valued
- Ability to work flexible shifts including nights, weekends, and holidays
- Strong problem-solving skills with attention to detail