Job Description
Join our award-winning luxury hotel in the heart of downtown Columbus! We're seeking a dynamic Guest Services Manager to elevate our guest experience to new heights. This role combines leadership excellence with hands-on hospitality expertise in one of Ohio's most vibrant destinations. Enjoy competitive compensation, comprehensive benefits, and career growth in a globally recognized brand.
Our ideal candidate thrives in fast-paced environments and possesses exceptional problem-solving abilities. You'll lead a team of 15+ associates while managing front desk operations, VIP guest relations, and service recovery initiatives. This is your opportunity to shape the future of hospitality in Columbus!
Responsibilities
- Lead and mentor 15+ guest service associates through daily operations
- Manage VIP guest experiences and personalize service delivery
- Oversee check-in/check-out processes with efficiency and warmth
- Resolve escalated guest complaints with empathy and professionalism
- Coordinate with housekeeping, concierge, and dining departments
- Implement service recovery protocols to exceed guest expectations
- Train staff on new technologies and service standards
- Analyze guest feedback to drive continuous improvement
Qualifications
- 5+ years in luxury hospitality with 2+ years in leadership
- Proven expertise in Opera/PMS systems and hotel tech stacks
- Exceptional conflict resolution and emotional intelligence skills
- Strong financial acumen for revenue management and budget oversight
- Ability to work nights, weekends, and holidays
- Valid Ohio hospitality management certification preferred
- Fluency in English; Spanish proficiency a plus
- BS/BA in Hospitality Management or equivalent experience