Job Description
Join the award-winning team at The Cleveland Grand Hotel, Cleveland's premier luxury destination. We're seeking a dynamic Guest Services Manager to elevate our guest experience in the heart of downtown. This role combines hospitality excellence with leadership in one of Ohio's most vibrant cities. Enjoy competitive benefits, career growth opportunities, and the chance to shape our renowned service culture. Our hotel is steps from iconic attractions like the Rock & Roll Hall of Fame and Progressive Field. If you're passionate about creating unforgettable moments while advancing your hospitality career, this is your opportunity.
Responsibilities
- Lead and mentor the front desk team to deliver exceptional guest service
- Handle complex guest inquiries and resolve service issues with professionalism
- Oversee check-in/check-out processes and room assignment optimization
- Collaborate with housekeeping and maintenance teams for seamless operations
- Implement guest loyalty programs and personalized service initiatives
- Monitor budget performance and expense control for the front office
- Train staff on new technologies and service standards
- Conduct daily briefings and maintain team morale
Qualifications
- 5+ years in hotel front desk management with luxury brand experience
- Proven track record in team leadership and staff development
- Expert knowledge of Opera or PMS systems
- Exceptional communication and conflict resolution skills
- Ability to work flexible shifts including nights/weekends/holidays
- Strong problem-solving abilities under pressure
- Ohio hospitality management certification preferred
- Fluency in English; bilingual candidates strongly encouraged