Job Description
Join the prestigious Grand Plaza Hotel Atlanta, a beacon of luxury in the heart of downtown. We're seeking an exceptional Guest Services Manager to lead our front desk team and deliver world-class hospitality experiences. This role is perfect for a passionate leader who thrives in high-energy environments and values creating memorable guest interactions. Enjoy competitive benefits, career growth opportunities, and work in Atlanta's vibrant hospitality scene.
Responsibilities
- Lead and mentor a team of 10+ front desk agents to ensure seamless check-in/check-out experiences
- Handle VIP guest requests and complex service recovery with professionalism
- Oversee daily operations including room inventory management and revenue optimization
- Train staff on property systems, safety protocols, and brand standards
- Analyze guest feedback to implement service improvements and drive satisfaction scores
- Collaborate with housekeeping, concierge, and F&B departments for integrated service delivery
Qualifications
- Bachelor's degree in Hospitality Management or equivalent experience
- 5+ years in hotel operations with 2+ years in leadership roles
- Expert knowledge of Opera/PMS systems and revenue management principles
- Proven ability to resolve escalated guest issues with empathy and efficiency
- Strong problem-solving skills under pressure during peak seasons
- Valid Georgia Food Service Manager certification preferred
- Fluency in English; Spanish proficiency highly valued