Job Description
Join the award-winning team at The Fort Worth Grand Hotel – a premier luxury destination in the heart of the Cultural District. We're seeking a dynamic Guest Services Manager to elevate our guest experience through exceptional hospitality leadership. This pivotal role combines strategic oversight with hands-on team management to ensure seamless operations and memorable stays for our discerning clientele. Enjoy competitive compensation, comprehensive benefits, and opportunities for professional growth in one of Texas' most vibrant cities.
Responsibilities
- Lead, mentor, and supervise the front desk team to deliver exceptional guest service
- Resolve complex guest inquiries and complaints with professionalism and empathy
- Optimize check-in/check-out processes and room assignment strategies
- Collaborate with housekeeping, concierge, and F&B departments for cohesive operations
- Implement and maintain service standards aligned with luxury hospitality benchmarks
- Train staff on reservation systems, guest profiles, and loyalty programs
- Analyze operational metrics to identify improvement opportunities
Qualifications
- 5+ years in hotel front desk management with luxury property experience
- Proven leadership skills with team development and performance management
- Expertise in Opera, Fidelio, or similar property management systems
- Exceptional problem-solving and conflict resolution abilities
- Valid Texas Food Handler certification preferred
- Fluency in English; Spanish proficiency highly valued
- Ability to work flexible shifts including nights, weekends, and holidays