Job Description
Join our award-winning luxury hotel in downtown Louisville and become the face of hospitality excellence! We're seeking a passionate Guest Services Manager to lead our front desk operations and create unforgettable experiences for our discerning guests. Enjoy competitive compensation, comprehensive benefits, and opportunities for career growth in one of Kentucky's most vibrant cities. Be part of a team that values innovation, guest-centricity, and community engagement.
Responsibilities
- Oversee front desk operations including check-in/check-out procedures and guest room assignments
- Train and mentor guest services staff on exceptional service standards
- Resolve guest complaints with professionalism and maintain high satisfaction scores
- Collaborate with housekeeping, maintenance, and F&B departments for seamless operations
- Monitor revenue management metrics and optimize room inventory strategies
- Implement hotel loyalty programs and upsell premium services
- Manage VIP arrivals and special event accommodations
Qualifications
- 3+ years hotel front desk management experience in luxury properties
- Proven track record in guest satisfaction metrics (95%+ satisfaction scores)
- Advanced proficiency in Opera PMS and hotel management systems
- Exceptional conflict resolution and multitasking abilities
- Valid Kentucky Food Handler certification preferred
- Strong knowledge of Louisville tourism attractions and services
- Fluency in English; Spanish proficiency highly valued
- Availability for flexible shifts including nights/weekends/holidays