Job Description
Join Detroit's premier hospitality destination as our Guest Services Manager! Motor City Luxury Hotel is seeking an exceptional leader to oversee our front desk operations and ensure unforgettable guest experiences. Located in the heart of downtown Detroit's vibrant Renaissance Center, our AAA Four-Diamond property offers career growth in a dynamic urban setting. You'll manage a team of 15+ hospitality professionals while implementing innovative service strategies that align with our luxury brand standards. Enjoy competitive compensation, comprehensive benefits, and the opportunity to shape Detroit's hospitality landscape.
Responsibilities
- Lead daily front desk operations including check-in/check-out processes and VIP guest handling
- Train and mentor 15+ guest service agents on service excellence protocols
- Resolve escalated guest complaints with empathy and solution-oriented approaches
- Analyze operational metrics to optimize staffing and service delivery
- Coordinate with housekeeping, concierge, and F&B departments for seamless guest experiences
- Implement upselling strategies for room upgrades and premium services
- Manage inventory for key supplies and amenities
Qualifications
- 5+ years in hotel front desk operations with 2+ years in leadership roles
- Proven expertise in luxury hospitality brands (Four-Diamond/Michelin preferred)
- Advanced proficiency in Opera PMS and hotel management software
- Exceptional conflict resolution and multitasking abilities
- Valid Michigan Food Handler's ServSafe certification
- Fluency in English; Spanish proficiency highly valued
- Availability to work evenings, weekends, and holidays
- Degree in Hospitality Management or related field preferred