Job Description
Join our award-winning luxury beachfront resort and lead our exceptional guest experience team! The Oceanfront Grand Resort & Spa is seeking a passionate Senior Guest Experience Manager to create unforgettable memories for our discerning guests. This senior-level position combines hospitality leadership with operational excellence in Virginia Beach's premier destination resort.
As the face of our resort, you'll oversee all guest-facing operations, mentor our front desk team, and implement innovative service standards that align with our AAA Five-Diamond reputation. Enjoy competitive benefits including resort discounts, health insurance, and career advancement opportunities in a dynamic coastal setting.
Responsibilities
- Direct supervision of 15+ guest service associates across front desk, concierge, and valet departments
- Develop and implement personalized guest recognition programs and loyalty initiatives
- Resolve complex guest concerns with diplomacy and solution-oriented approaches
- Coordinate VIP arrivals, special events, and seasonal promotions
- Train staff on reservation systems (Opera), property management, and local tourism resources
- Analyze guest feedback metrics and implement service improvement plans
- Collaborate with sales, housekeeping, and food & beverage departments for seamless operations
Qualifications
- Minimum 5 years luxury hospitality experience with 2+ years in leadership roles
- Proficiency in property management systems (Opera, Delphi) and CRM platforms
- Exceptional conflict resolution and multitasking abilities
- Valid Virginia hospitality certification and TIPS/SERVsafe credentials
- Strong knowledge of Virginia Beach tourism landscape and attractions
- Proven track record of exceeding guest satisfaction scores
- Ability to work flexible schedules including nights, weekends, and holidays
- Bachelor's degree in Hospitality Management or equivalent experience