Job Description
Join our award-winning luxury hotel in the heart of downtown Atlanta as we seek a dynamic Guest Services Manager to lead our front desk operations. This pivotal role requires exceptional leadership skills and a passion for delivering five-star guest experiences. You'll oversee a team of 15+ staff members, manage VIP guest accounts, and implement innovative service protocols that align with our brand's commitment to excellence. Enjoy competitive benefits including health insurance, 401(k) matching, and exclusive hotel discounts while working in Atlanta's vibrant Buckhead district.
Responsibilities
- Lead, train, and mentor front desk staff to ensure exceptional guest service standards
- Manage daily operations including check-in/check-out processes and room assignment optimization
- Handle complex guest complaints and resolve escalated service issues with diplomacy
- Oversee VIP guest accounts and coordinate personalized experiences for high-profile clients
- Analyze operational metrics to implement service improvements and boost guest satisfaction scores
- Collaborate with housekeeping, concierge, and F&B departments for seamless guest experiences
- Develop and maintain strong vendor relationships for local partnerships and guest amenities
Qualifications
- Minimum 5 years in luxury hotel guest services with 2+ years in leadership role
- Proven track record of improving guest satisfaction scores (NPS >85)
- Advanced proficiency in Opera PMS and hotel management software
- Exceptional conflict resolution and multitasking abilities in high-pressure environments
- Bachelor's degree in Hospitality Management or related field preferred
- Valid Georgia Food Handler's Certificate and ServSafe certification
- Fluency in English; Spanish proficiency highly desirable