Job Description
Join our award-winning downtown Cleveland hospitality team as Guest Services Manager at The Cleveland Grand Hotel. We're seeking an exceptional leader to orchestrate flawless guest experiences in our AAA Four-Diamond property. You'll drive operational excellence while mentoring a dynamic front desk team, creating memorable stays for business travelers and leisure guests exploring Cleveland's revitalized downtown. Enjoy competitive benefits including health insurance, 401K matching, and exclusive hotel discounts in our portfolio of 15+ premium properties.
Responsibilities
- Lead 15-person front desk team through daily operations and performance management
- Develop and implement service standards exceeding Marriott and local market benchmarks
- Resolve complex guest issues with empathy and efficiency, maintaining 95%+ satisfaction scores
- Collaborate with revenue management to optimize room rates and occupancy strategies
- Train staff on Opera PMS system and Cleveland tourism integration
- Conduct daily briefings and monthly performance reviews with actionable feedback
- Oversee VIP guest experiences including celebrity athletes and corporate executives
Qualifications
- 5+ years hotel experience with 2+ years in leadership roles
- Expert knowledge of Opera PMS and Marriott reservation systems
- Proven track record achieving 95%+ guest satisfaction scores
- Ohio hospitality certification or equivalent industry credential
- Strong conflict resolution skills with documented success stories
- Ability to work nights, weekends, and holidays during peak seasons
- Bachelor's degree in Hospitality Management preferred
- Proficiency in Spanish or another language highly valued