Job Description
Join The Grand Del Mar, San Diego's premier luxury resort, as we seek an exceptional Guest Experience Manager to elevate our world-class hospitality. Nestled in 400 acres of coastal preserve, our AAA Five Diamond, Forbes Five-Star resort offers unparalleled career growth in one of America's most vibrant destinations. You'll lead our front-of-house operations while crafting memorable moments for discerning guests seeking authentic luxury experiences.
Responsibilities
- Oversee all front desk operations and guest check-in/check-out procedures
- Train and mentor concierge and guest services teams on service excellence
- Resolve complex guest inquiries and elevate service recovery protocols
- Collaborate with F&B and spa teams to create seamless guest journeys
- Implement and monitor guest satisfaction metrics and improvement strategies
- Manage VIP guest experiences including personalized itineraries and special requests
- Coordinate with housekeeping and maintenance departments for room readiness
Qualifications
- 5+ years luxury hospitality experience with 2+ years in guest relations leadership
- Proven track record in AAA Five Diamond/Forbes Five-Star environments
- Exceptional conflict resolution and emotional intelligence skills
- Advanced knowledge of Opera PMS and CRM systems
- Valid California Food Handler and Alcohol Service certifications
- Strong multilingual capabilities (Spanish preferred)
- Ability to work flexible schedules including nights, weekends, and holidays