Job Description
Join our award-winning luxury hotel in the heart of Charlotte! We're seeking a dynamic Guest Services Manager to lead our front desk operations and create unforgettable experiences for high-profile clientele. This is your chance to elevate your hospitality career in a city renowned for its Southern charm and booming tourism scene. Enjoy competitive benefits, professional growth opportunities, and work in a stunning environment where every detail matters.
Responsibilities
- Lead and mentor a team of 10+ front desk agents to deliver exceptional guest experiences
- Manage check-in/check-out processes, VIP guest services, and reservation systems
- Resolve complex guest complaints with empathy and efficiency
- Collaborate with housekeeping, concierge, and F&B departments for seamless operations
- Monitor key performance metrics (guest satisfaction scores, occupancy rates)
- Train staff on new technologies and service protocols
- Oversee daily cash handling and financial reporting
Qualifications
- 5+ years in luxury hotel front desk management with 2+ years in leadership roles
- Proven expertise in Opera/PMS systems and revenue management
- Exceptional conflict resolution and multitasking abilities
- Valid North Carolina Food Handler's Manager certification
- Ability to work flexible shifts, including nights, weekends, and holidays
- Bachelor's degree in Hospitality Management or related field preferred
- Strong knowledge of Charlotte tourism landscape and local attractions