Job Description
Join Minneapolis' premier luxury hospitality destination as our Guest Experience Manager. At The Grand Minneapolis Hotel, we redefine excellence in the heart of downtown's vibrant energy. This pivotal role combines operational leadership with genuine connection to create unforgettable stays for our discerning international and domestic guests. You'll spearfront our commitment to seamless service while mentoring a dynamic front desk team in our award-winning property. Enjoy competitive benefits including health insurance, 401k matching, and exclusive hotel discounts across our global portfolio.
Our ideal candidate thrives in fast-paced environments, possesses exceptional problem-solving abilities, and shares our passion for creating magical moments. If you're ready to elevate your career in hospitality's most exciting market, apply today.
Responsibilities
- Lead and mentor front desk team of 8+ associates through daily operations and service standards
- Resolve complex guest inquiries and elevate service recovery situations with empathy and efficiency
- Optimize check-in/check-out processes to maintain <90-second average wait times
- Collaborate with housekeeping, concierge, and F&B departments for cohesive guest experiences
- Implement and refine guest preference tracking system for personalized service
- Manage VIP arrivals and special event accommodations with meticulous attention to detail
- Analyze guest feedback metrics and develop action plans to enhance satisfaction scores
Qualifications
- 5+ years luxury hotel experience with 2+ years in supervisory/management roles
- Proven track record in achieving guest satisfaction scores >95%
- Expert knowledge of Opera PMS and hospitality technology platforms
- Exceptional conflict resolution and multitasking abilities
- Valid Minnesota Food Handler's License and TIPS certification preferred
- Ability to work flexible shifts including nights, weekends, and holidays
- Proficiency in English; additional languages (Spanish, French, Mandarin) highly valued
- Strong analytical skills with experience interpreting guest data trends