Job Description
Join the heart of Detroit's hospitality scene as our Guest Services Manager! At Grand Detroit Hotel Group, we're redefining luxury experiences in the Motor City. This pivotal role leads our front desk operations, ensuring every guest encounters seamless service from arrival to departure. You'll mentor our dynamic team while implementing innovative guest engagement strategies that set industry benchmarks. Our downtown location offers unparalleled access to Detroit's cultural renaissance, sports venues, and riverfront attractions. If you're passionate about creating memorable hospitality moments and thrive in a fast-paced environment, this is your career-defining opportunity.
Responsibilities
- Oversee front desk operations including check-in/out processes, VIP handling, and room assignment optimization
- Train and supervise 10+ guest services team members on service standards, conflict resolution, and local expertise
- Implement proactive guest satisfaction initiatives with targeted KPI tracking (NPS, loyalty program engagement)
- Coordinate cross-departmental workflows with housekeeping, concierge, and event teams for seamless operations
- Manage reservation systems and inventory controls to maximize occupancy and revenue
- Develop departmental budgets and expense controls while maintaining service excellence
- Lead crisis management protocols for guest complaints and operational disruptions
Qualifications
- Bachelor's degree in Hospitality Management or equivalent experience (3+ years)
- Minimum 5 years hotel front desk experience with 2+ years in supervisory/management roles
- Proficiency in Opera PMS, Marriott BonVoy systems, and revenue management tools
- Exceptional problem-solving abilities with demonstrated crisis resolution success
- Valid Michigan Food Service Manager certification preferred
- Fluency in English; Spanish proficiency highly valued
- Deep knowledge of Detroit attractions, transportation, and cultural landscape
- Flexible availability including nights, weekends, and holidays