Job Description
Join the Grand Plaza Hotel, a luxury destination in the heart of Manhattan, as we seek a dynamic Guest Services Manager to lead our front desk operations. You'll be the face of our 5-star establishment, ensuring every guest experiences exceptional service from arrival to departure. This role offers career growth in a world-class hospitality environment with competitive benefits and a vibrant team culture.
Responsibilities
- Oversee daily front desk operations and staff scheduling
- Resolve guest inquiries and complaints with exceptional professionalism
- Train and mentor front desk team members on service standards
- Manage check-in/check-out processes and room assignments
- Collaborate with housekeeping and concierge departments
- Implement upselling strategies for premium services
- Maintain accurate guest records and billing information
- Conduct regular staff performance evaluations
Qualifications
- 3+ years of hotel front desk management experience
- Proven leadership and team development skills
- Proficiency in hotel management software (e.g., Opera)
- Exceptional communication and conflict resolution abilities
- Strong problem-solving and multitasking capabilities
- Valid New York State hospitality certification preferred
- Ability to work flexible shifts including nights/weekends
- Bachelor's degree in Hospitality or related field