Job Description
Join our award-winning luxury hotel in the heart of downtown Tampa as we seek an experienced Senior Guest Relations Manager to elevate our guest experience to new heights. This pivotal role combines exceptional leadership with hands-on guest interaction in our AAA Four Diamond property. You'll oversee a team of hospitality professionals while implementing innovative service protocols that align with our brand's commitment to excellence.
As an ambassador of Tampa's vibrant culture, you'll create memorable experiences for both business travelers and leisure guests exploring Florida's Gulf Coast. The position includes competitive benefits, career advancement opportunities, and a chance to be part of Tampa's premier hospitality destination.
Responsibilities
- Lead, mentor, and develop a team of 8-10 guest relations agents through daily coaching and performance reviews
- Handle VIP guest requests, special accommodations, and complex issue resolution with discretion
- Implement and monitor service quality standards across all guest touchpoints
- Analyze guest feedback data to identify improvement opportunities and implement corrective actions
- Collaborate with sales, housekeeping, and F&B departments to ensure seamless guest experiences
- Train staff on emergency procedures, safety protocols, and property systems
- Manage the front desk operations during peak periods and high-profile events
Qualifications
- 5+ years in luxury hotel guest relations with 2+ years in supervisory capacity
- Proven expertise in Opera or similar property management systems
- Exceptional conflict resolution and multitasking abilities
- Valid Florida Hotel License or willingness to obtain immediately
- Fluency in English; Spanish proficiency highly valued
- Ability to work flexible schedules including nights, weekends, and holidays
- Strong knowledge of Tampa attractions and local business landscape
- Experience with revenue management and upselling techniques