Job Description
Join our award-winning luxury waterfront hotel in the heart of Baltimore's Inner Harbor! The Harborview Hotel is seeking a dynamic Guest Services Manager to lead our front desk operations and deliver exceptional guest experiences. As a key member of our leadership team, you'll oversee daily check-in/check-out processes, manage VIP guest requests, and mentor a team of hospitality professionals. Enjoy competitive benefits including health insurance, 401(k) matching, and complimentary hotel stays across our portfolio.
We pride ourselves on creating memorable stays for business and leisure travelers. Our prime location offers stunning harbor views and easy access to Baltimore's top attractions. If you're passionate about hospitality excellence and thrive in a fast-paced environment, we invite you to apply.
Responsibilities
- Lead front desk operations during all shifts, ensuring smooth check-in/check-out processes
- Train and supervise guest services team members on service standards and hotel systems
- Handle complex guest inquiries, complaints, and VIP requests with professionalism
- Monitor room availability and coordinate closely with housekeeping and maintenance teams
- Implement upselling strategies for room upgrades and premium services
- Prepare daily reports on occupancy rates, revenue, and guest satisfaction metrics
- Collaborate with sales and events teams to ensure seamless group check-ins
Qualifications
- 3+ years of hotel front desk experience with 1+ years in supervisory role
- Proven track record in delivering exceptional guest service and conflict resolution
- Proficiency in hotel property management systems (e.g., Opera, StayNTouch)
- Strong leadership and team development abilities
- Excellent communication and problem-solving skills
- Ability to work flexible shifts including nights, weekends, and holidays
- Valid Maryland hospitality certification preferred
- College degree in hospitality or related field preferred