Job Description
Welcome to Grand Horizon Hotel & Resort, where luxury meets impeccable service. We are seeking a dynamic and experienced Guest Experience Manager to lead our front-of-house operations and ensure our guests enjoy a world-class stay in the heart of Manhattan.
If you are passionate about hospitality, possess a keen eye for detail, and thrive in a fast-paced luxury environment, we want to hear from you.
Responsibilities
- Lead Operations: Oversee the daily operations of the front desk, concierge, and guest relations to ensure seamless service delivery.
- Guest Relations: Act as the primary point of contact for VIP guests, managing inquiries and resolving complex issues with empathy and professionalism.
- Team Leadership: Mentor and train front-of-house staff, fostering a culture of excellence, teamwork, and continuous improvement.
- Quality Assurance: Conduct regular inspections of public areas to maintain the highest standards of cleanliness and aesthetic appeal.
- Feedback Management: Analyze guest feedback and reviews to identify trends and implement actionable improvements to enhance the guest journey.
- Event Coordination: Collaborate with the events team to coordinate special requests and ensure guest satisfaction during high-profile functions.
- Compliance: Ensure strict adherence to health, safety, and security protocols at all times.
Qualifications
- Experience: Minimum of 5 years in luxury hospitality management, with at least 2 years in a supervisory role.
- Education: Bachelor’s degree in Hospitality Management, Business Administration, or a related field is preferred.
- Communication: Exceptional verbal and written communication skills in English; fluency in a second language is a plus.
- Technical Proficiency: Strong command of hotel management software (e.g., Opera, Salesforce) and Microsoft Office Suite.
- Problem-Solving: Ability to remain calm under pressure and resolve conflicts effectively.
- Schedule: Flexibility to work evenings, weekends, and holidays as required by business needs.