Job Description
Join the prestigious Grand Sacramento Hotel and lead our exceptional guest experience team. We're seeking a dynamic Guest Services Manager to oversee front desk operations, elevate guest satisfaction, and drive operational excellence in California's vibrant capital. Enjoy competitive benefits, career growth opportunities, and work in a luxury environment with panoramic city views.
Responsibilities
- Supervise 15+ front desk staff including hiring, training, and performance management
- Optimize check-in/check-out processes to achieve 95% guest satisfaction scores
- Manage VIP guest requests, room upgrades, and loyalty program engagement
- Coordinate with housekeeping, concierge, and F&B departments for seamless operations
- Analyze revenue metrics to implement upselling strategies and maximize occupancy
- Resolve complex guest complaints with empathy and professionalism
Qualifications
- 5+ years in hospitality with 2+ years in supervisory/management roles
- Proven experience with Opera or similar PMS systems
- Strong leadership and conflict resolution skills
- Fluency in English; Spanish proficiency highly valued
- Valid California Food Handler Card preferred
- Ability to work flexible shifts including nights, weekends, and holidays
- Bachelor's degree in Hospitality Management or equivalent experience