Job Description
Join our award-winning hospitality team at Fresno Grand Hotel! We're seeking a dynamic Guest Services Manager to elevate our guest experience in the heart of California's Central Valley. This immediate hire opportunity offers competitive compensation, comprehensive benefits, and career growth within a luxury property. If you're passionate about creating memorable stays and leading high-performing teams, apply today to become part of our Fresno family!
Responsibilities
- Oversee front desk operations, check-in/check-out procedures, and guest concierge services
- Train and mentor 10+ team members on hospitality standards and conflict resolution
- Implement revenue strategies through upselling rooms, packages, and local experiences
- Resolve guest complaints with empathy and efficiency, maintaining 95%+ satisfaction scores
- Collaborate with housekeeping, maintenance, and F&B departments for seamless operations
- Analyze guest feedback to identify service improvement opportunities
- Manage inventory for amenities and ensure AAA/Forbes standards compliance
Qualifications
- 3+ years hotel management experience with 2+ years in guest services leadership
- Proven track record of achieving revenue targets and guest satisfaction goals
- Proficiency in Opera/PMS systems and hotel management software
- Valid California Food Handler's Card (or ability to obtain within 30 days)
- Ability to work flexible shifts including nights, weekends, and holidays
- Strong problem-solving skills with crisis management experience
- Bachelor's degree in Hospitality Management or equivalent certification preferred
- Fluency in English; bilingual Spanish skills highly desirable