Job Description
Join the award-winning Grand Plaza Hotel in Kansas City, MO as our next Guest Services Manager! We're seeking a dynamic hospitality leader to deliver exceptional guest experiences while driving operational excellence. This full-time role offers competitive compensation, comprehensive benefits, and growth opportunities in one of America's most vibrant cities. If you're passionate about creating memorable stays and leading high-performing teams, we want to meet you!
Responsibilities
- Manage front desk operations and ensure seamless check-in/check-out processes
- Train and mentor guest services team on hospitality standards and service recovery
- Handle guest inquiries and resolve complaints with professionalism
- Oversee room inventory management and rate optimization
- Collaborate with housekeeping and maintenance teams for flawless operations
- Implement service excellence initiatives to boost guest satisfaction scores
- Assist in budgeting and expense control for guest services department
Qualifications
- 3+ years of hotel front desk management experience
- Proven track record of improving guest satisfaction metrics
- Strong leadership and team development skills
- Proficiency in hotel management systems (Opera, Delphi)
- Exceptional problem-solving and conflict resolution abilities
- Ability to work flexible shifts including nights/weekends
- Valid Missouri driver's license (for occasional errands)
- High school diploma; hospitality degree preferred