Job Description
Join our award-winning luxury hotel in the heart of Charlotte's Uptown district! We're seeking a dynamic Guest Services Manager to lead our front desk operations and deliver exceptional guest experiences. The ideal candidate will drive team performance while maintaining the highest standards of hospitality excellence. Enjoy competitive benefits, career advancement opportunities, and work in a stunning setting with panoramic city views.
Responsibilities
- Supervise 10+ front desk agents and concierge team
- Resolve guest complaints with empathy and efficiency
- Implement check-in/check-out procedures for 200+ rooms
- Train staff on reservation systems and property amenities
- Analyze guest feedback to improve service quality
- Collaborate with housekeeping and F&B departments
- Manage VIP guest experiences and loyalty program
Qualifications
- 3+ years hotel front desk management experience
- Proven leadership in luxury hospitality settings
- Expertise in Opera or similar PMS systems
- Exceptional conflict resolution skills
- Valid North Carolina food handler certification
- Ability to work flexible shifts including nights/weekends
- Bachelor's degree in Hospitality Management preferred