Job Description
Lead our award-winning guest experience team at The Fort Worth Grand Hotel. As Guest Services Manager, you'll oversee daily front desk operations, train staff on luxury hospitality standards, and resolve guest inquiries with exceptional finesse. Join our downtown Fort Worth property near the Cultural District and help create unforgettable stays for business and leisure travelers.
Responsibilities
- Manage 10+ member guest services team with scheduling and performance reviews
- Implement check-in/check-out procedures ensuring 95%+ guest satisfaction scores
- Coordinate VIP requests including room upgrades, transportation, and special events
- Train staff on reservation systems, conflict resolution, and local attractions knowledge
- Collaborate with housekeeping and maintenance teams for seamless service delivery
- Process daily financial reports and reconcile payment discrepancies
Qualifications
- 5+ years hotel experience with 2+ years in leadership roles
- Proficiency in Opera or similar hotel management software
- Exceptional conflict resolution and multitasking abilities
- Valid Texas Food Handler's and Alcohol Seller Certification
- Spanish language proficiency preferred
- Flexible availability including nights, weekends, and holidays
- Bachelor's degree in Hospitality Management or equivalent experience