Job Description
Join Atlanta's premier luxury hospitality destination as our Guest Services Manager. At Grand Plaza Hotel, we craft unforgettable experiences for discerning travelers worldwide. This pivotal leadership role blends operational excellence with exceptional guest relations in our award-winning downtown property. You'll lead a dynamic team while maintaining our AAA Five-Diamond standards through innovative service strategies and team development. Enjoy competitive benefits including premium health coverage, 401(k) matching, and exclusive hotel discounts.
Responsibilities
- Oversee all front desk operations including check-in/out, VIP guest handling, and room management
- Train and mentor 15+ guest service agents on service excellence and conflict resolution
- Optimize guest satisfaction scores through personalized experiences and proactive problem-solving
- Collaborate with housekeeping, concierge, and F&B teams for seamless guest journeys
- Implement revenue strategies through upselling and room inventory optimization
- Manage departmental budget, payroll, and operational KPIs
- Coordinate with sales team for corporate and group arrivals
Qualifications
- 5+ years luxury hotel experience with 2+ years in supervisory roles
- Proven track record of achieving 95%+ guest satisfaction scores
- Advanced proficiency in Opera PMS and hotel management systems
- Exceptional crisis management and de-escalation skills
- Bachelor's degree in Hospitality or relevant field required
- Valid Georgia Food Handler's Certificate preferred
- Fluency in English; Spanish proficiency highly valued
- Availability for flexible shifts including nights/weekends/holidays