Job Description
Join our award-winning luxury hotel in the heart of downtown San Jose! The Grand Plaza Hotel is seeking an exceptional Guest Relations Manager to deliver unforgettable experiences to our discerning clientele. As a key member of our hospitality team, you'll embody our commitment to excellence while driving guest satisfaction and loyalty in Silicon Valley's premier destination.
We offer a dynamic work environment, comprehensive benefits, and opportunities for career growth within our global hotel chain. If you're passionate about hospitality and thrive in fast-paced settings, apply today to become part of our legacy of excellence.
Responsibilities
- Manage all guest interactions with exceptional service standards, anticipating needs and resolving concerns promptly
- Supervise front desk operations, including check-in/check-out processes and VIP guest handling
- Train and mentor front desk staff on service protocols, property knowledge, and emergency procedures
- Collaborate with housekeeping, concierge, and F&B teams to ensure seamless guest experiences
- Implement upselling strategies for room upgrades, dining packages, and local experiences
- Monitor guest satisfaction metrics and implement improvement initiatives
- Handle escalated guest complaints with professionalism and discretion
Qualifications
- 3+ years in luxury hotel front desk management or senior guest relations role
- Proven expertise in Opera PMS and hotel management systems
- Exceptional communication skills with fluency in English and Spanish
- Strong problem-solving abilities with attention to detail
- Valid California Food Handler's Card and TIPS certification preferred
- Ability to work flexible schedules including nights, weekends, and holidays
- Experience with CRM systems and guest preference tracking
- BA/BS in Hospitality Management or equivalent industry certification