Job Description
Join our award-winning team at The Grand Cascade Hotel, a premier luxury destination in the heart of Seattle's vibrant waterfront district. We're seeking an exceptional Guest Experience Manager to orchestrate unforgettable stays for our discerning clientele. This role combines hospitality excellence with strategic leadership in our 5-star property.
As a cornerstone of our guest satisfaction team, you'll lead initiatives that elevate our service standards while mentoring staff to deliver personalized, anticipatory service. The ideal candidate thrives in fast-paced environments and possesses a passion for creating memorable moments that turn guests into lifelong advocates.
Responsibilities
- Oversee all guest interactions across front desk, concierge, and valet services
- Develop and implement personalized guest recognition programs
- Resolve complex guest inquiries with discretion and efficiency
- Train and mentor front desk staff on luxury service standards
- Analyze guest feedback to drive service improvement initiatives
- Coordinate VIP experiences and special event accommodations
- Collaborate with housekeeping and F&B departments for seamless service
- Monitor online reviews and implement reputation management strategies
Qualifications
- Minimum 5 years luxury hospitality experience with 2+ years in leadership
- Proven track record in guest satisfaction metrics (NPS scores >90)
- Expert knowledge of Opera PMS and CRM systems
- Exceptional problem-solving and conflict resolution abilities
- Valid Washington State Food Handler's Card preferred
- Fluency in English; multilingual skills a significant advantage
- Ability to work flexible schedules including nights/weekends/holidays
- Strong financial acumen for room revenue management