Job Description
Join Cleveland's premier luxury hospitality destination as a Guest Services Manager at The Ritz-Carlton. Lead our award-winning team in delivering exceptional guest experiences while driving operational excellence. This senior role offers competitive benefits, career advancement, and the opportunity to shape the future of luxury service in Ohio's vibrant downtown district.
Responsibilities
- Oversee all front desk operations including check-in/check-out processes
- Train and mentor guest services staff on luxury service standards
- Resolve complex guest inquiries and service recovery situations
- Collaborate with housekeeping, concierge, and F&B departments
- Monitor guest satisfaction metrics and implement improvement strategies
- Manage inventory for guest supplies and amenities
- Ensure compliance with brand and safety regulations
Qualifications
- 5+ years in luxury hotel guest services leadership
- Proven experience with Opera/PMS systems
- Exceptional problem-solving and conflict resolution skills
- Strong team development and training abilities
- Knowledge of Cleveland tourism landscape preferred
- Ability to work flexible shifts including nights/weekends
- Valid Ohio driver's license may be required