Job Description
Join the award-winning Desert Palms Resort & Spa as our Senior Guest Relations Manager. We're seeking a hospitality professional to elevate our guest experience in the heart of Phoenix's vibrant desert landscape. This leadership role combines operational excellence with personalized service delivery in our AAA Four Diamond property.
As a key member of our executive team, you'll drive guest satisfaction initiatives while mentoring front desk staff and implementing innovative loyalty programs. Our resort offers competitive benefits including health insurance, 401(k) matching, and exclusive employee resort stays.
Responsibilities
- Oversee all front desk operations and staff scheduling
- Resolve complex guest inquiries and service recovery cases
- Develop and implement guest experience enhancement strategies
- Collaborate with sales team on VIP guest accommodations
- Train and mentor front desk associates on service standards
- Analyze guest feedback data to drive operational improvements
- Coordinate with housekeeping and maintenance departments
Qualifications
- Bachelor's degree in Hospitality Management or equivalent experience
- Minimum 5 years luxury hotel front desk management
- Proven expertise in Opera or similar PMS systems
- Exceptional conflict resolution and communication skills
- Strong knowledge of Phoenix tourism landscape
- Valid Arizona Food Handler's Card
- Fluency in English and Spanish preferred
- Experience with revenue management strategies