Job Description
Join Colorado Springs' most iconic luxury resort as our Guest Experience Manager at The Broadmoor. Lead our world-class hospitality team in delivering unparalleled service to discerning guests while overlooking the majestic Rocky Mountains. This pivotal role combines strategic leadership with hands-on guest interaction in an award-winning AAA Five-Diamond environment. You'll drive exceptional guest satisfaction through innovative service design, team empowerment, and operational excellence. Enjoy competitive benefits including resort privileges, health insurance, and career advancement opportunities in a destination celebrated for its natural beauty and vibrant culture.
Responsibilities
- Oversee daily front desk operations and guest services team of 15+ associates
- Design and implement personalized guest experience protocols exceeding luxury standards
- Resolve complex guest concerns with diplomacy and solution-oriented approaches
- Collaborate with departments (Concierge, Housekeeping, F&B) for seamless guest journeys
- Train and mentor staff in hospitality best practices and brand ambassadorship
- Analyze guest feedback metrics to drive continuous service improvements
- Coordinate VIP arrivals and special event experiences
Qualifications
- 5+ years luxury hotel experience with 3+ years in leadership roles
- Proven track record in guest satisfaction scores (NPS >90)
- Expert knowledge of Opera PMS and hospitality technology systems
- Exceptional communication and conflict resolution skills
- Bachelor's degree in Hospitality Management or equivalent experience
- Valid Colorado driver's license and clean driving record
- Ability to work flexible schedules including nights, weekends, and holidays
- Spanish language proficiency preferred