Job Description
Join Portland's most luxurious waterfront destination as our Senior Guest Experience Manager at The Grandview Hotel. We're seeking a hospitality visionary to lead our guest relations team in delivering exceptional service that captures the essence of Pacific Northwest charm. This full-time role offers career growth in a premier downtown location with panoramic river views, competitive benefits, and a dynamic team environment.
As the cornerstone of our guest journey, you'll orchestrate seamless experiences from arrival to departure while mentoring our award-winning front desk team. The ideal candidate combines luxury hotel expertise with Portland's unique hospitality culture, creating memorable stays that earn 5-star reviews.
Responsibilities
- Lead and mentor a team of 5-7 front desk agents to deliver personalized guest experiences
- Oversee VIP guest arrivals, room assignments, and special occasion celebrations
- Resolve complex guest inquiries and complaints with empathy and efficiency
- Coordinate with housekeeping, concierge, and F&B departments for seamless service
- Implement and refine guest satisfaction protocols based on feedback analytics
- Train staff on property amenities, local attractions, and service standards
- Manage daily front desk operations including check-in/check-out procedures
- Contribute to strategic improvements in guest experience and retention metrics
Qualifications
- Minimum 3 years luxury hotel front desk management experience
- Proven track record in exceeding guest satisfaction scores (4.8+ rating)
- Advanced proficiency in hotel management systems (Opera, RoomRack)
- Exceptional conflict resolution and multitasking abilities
- Deep knowledge of Portland's tourism landscape and local attractions
- Strong leadership skills with team development experience
- Valid Oregon Food Handler's Card (or ability to obtain within 30 days)
- Availability to work weekends, holidays, and flexible shifts