Job Description
Join our award-winning luxury resort in the heart of Phoenix as we redefine hospitality excellence. Desert Sky Resorts seeks a dynamic Guest Experience Manager to lead our front-of-house operations and create unforgettable memories for our discerning international clientele. You'll oversee a 24/7 guest services team, implement innovative loyalty programs, and collaborate with culinary and spa departments to deliver seamless premium experiences. This role offers competitive compensation, comprehensive benefits, and opportunities for professional growth within our expanding portfolio.
Responsibilities
- Direct all front desk, concierge, and valet operations with 24/7 accountability
- Develop and execute personalized guest experience strategies exceeding luxury brand standards
- Train and mentor 15+ guest service staff on cultural competency and conflict resolution
- Analyze guest feedback data to implement service improvements and retention initiatives
- Coordinate VIP arrivals, special events, and seasonal promotions with marketing team
- Manage departmental budget ($2M+) and optimize operational efficiency metrics
- Collaborate with F&B and recreation departments to create integrated guest journeys
Qualifications
- 5+ years in luxury hotel management with 3+ years in guest experience leadership
- Proven track record in staff development and performance optimization
- Advanced certification in hospitality management (CHIA or similar preferred)
- Exceptional problem-solving skills with crisis management experience
- Proficiency in Opera PMS and CRM systems (Salesforce preferred)
- Fluency in English; Spanish proficiency highly valued
- Deep knowledge of Phoenix tourism landscape and local partnerships
- Valid Arizona driver's license with clean record