Guest Experience Manager

The Crawford Hotel, located in the heart of Denver, Colorado, is more than just a luxury hotel. Situated right above Denver Union Station, The Crawford Hotel offers a unique blend of historical charm and modern hospitality. Known as a landmark location, the hotel is a vibrant hub where guests can meet, shop, eat, drink, stay, and work all in one iconic building. The hotel prides itself on its team-centric culture, emphasizing magnetic hospitality and attention to detail, making it an inspiring place both to visit and to work. With a commitment to preserving history while providing exceptional service, The Crawford Hotel delivers memorable experiences that encourage adventure and create lasting memories for all guests.

The Front Desk Supervisor role at The Crawford Hotel plays a crucial part in ensuring an outstanding guest experience. This full-time position offers a competitive annual salary range of $66,000 to $70,000 and includes a wide range of benefits. The supervisor oversees the guest experience for arriving, departing, and in-house guests, including VIPs, ensuring timely and accurate information and services are provided. They manage and elevate the guest journey through activations and the consistent presence within the hotel’s Parlour, a signature area designed to foster guest interaction and satisfaction. A key aspect of the role includes overseeing the guest loyalty and VIP programs, creating personalized experiences for the hotel’s most valued patrons. The Front Desk Supervisor also promotes a safe and welcoming environment, striving for maximum guest satisfaction and supporting the hotel's financial success.

The role requires strong leadership skills to orchestrate and coordinate VIP amenities and concierge services, ensuring seamless guest experiences from arrival to departure. The supervisor works closely with the executive office to identify improvements and enhance the guest experience continuously. They champion the hotel’s reputation through platforms like TripAdvisor and cultivate relationships within the luxury travel segment, including collaboration with travel agencies. The supervisor must effectively handle check-in and check-out challenges, maintain presence during weekends to support premium guests, and manage high-end retail clientele interactions.

In addition to guest relations, the Front Desk Supervisor oversees inventory control and supply management, minimizing unnecessary expenses. They take active roles in guest recovery programs by addressing recurring issues and ensuring timely complaint resolution. The supervisor serves as a knowledgeable historical docent, reinforcing the hotel’s branding and story to guests. They ensure proper communication of hotel activities, maintain proficiency in required computer systems, and uphold cash handling standards. The position requires a friendly, cheerful demeanor with excellent organizational skills and the ability to multitask while paying attention to detail. This is a unique opportunity to join a highly respected, landmark hotel offering a rewarding career path with extensive benefits and growth opportunities.