Job Description
Join our award-winning luxury hotel in the heart of Charlotte, NC, as a Guest Relations Manager. We're seeking a hospitality professional to deliver exceptional guest experiences and lead our front desk team to excellence. This full-time position offers career growth opportunities in one of America's fastest-growing hospitality markets.
As a key member of our leadership team, you'll shape our guest journey while driving operational excellence. Our competitive benefits package includes health insurance, retirement plans, and exclusive hotel discounts. Elevate your career in Charlotte's vibrant hospitality scene today!
Responsibilities
- Lead front desk operations and train staff on premium service standards
- Resolve complex guest inquiries and complaints with exceptional diplomacy
- Collaborate with housekeeping and F&B teams for seamless guest experiences
- Analyze guest feedback to implement service improvements
- Oversee VIP arrival experiences and personalized guest preferences
- Manage room inventory and optimize occupancy rates
- Maintain accurate guest records and reservation systems
Qualifications
- 5+ years in luxury hotel front desk management
- Proven leadership experience in high-volume environments
- Expertise in Opera or similar property management systems
- Exceptional conflict resolution and communication skills
- Valid North Carolina hospitality certification preferred
- Ability to work flexible schedules including nights/weekends
- Strong analytical skills for occupancy trend analysis
- Fluency in English; Spanish proficiency a plus