Job Description
Join Atlanta's premier luxury destination as our Senior Guest Experience Manager! At Grand Peachtree Hotel & Resort, we redefine Southern hospitality with world-class service and attention to detail. Lead our award-winning front desk team in creating unforgettable guest journeys while driving operational excellence. This pivotal role blends leadership, strategic problem-solving, and passion for exceeding expectations in one of America's most vibrant cities.
Responsibilities
- Train and mentor front desk agents on exceptional service protocols and upselling techniques
- Resolve complex guest inquiries with 24-hour accountability for satisfaction outcomes
- Optimize check-in/check-out processes to reduce wait times by 30%
- Collaborate with housekeeping and concierge teams for seamless guest experiences
- Analyze guest feedback data to implement service improvements
- Manage VIP arrivals and special event coordination
- Oversee daily shift operations including cash handling and room assignments
Qualifications
- 5+ years in luxury hotel front desk management with 3+ leadership experience
- Proven track record in guest satisfaction metrics (NPS > 90)
- Advanced proficiency in Opera PMS and Marriott Bonvoy systems
- Exceptional conflict resolution and multitasking abilities
- Valid Georgia Food Service Manager certification preferred
- Spanish language fluency highly desirable
- Experience with revenue management strategies and yield optimization
- Ability to work flexible schedules including nights, weekends, and holidays