Job Description
Join our award-winning luxury hotel in the heart of downtown Minneapolis and lead our guest experience team. As Guest Services Manager, you'll orchestrate seamless stays for discerning travelers while mentoring a dynamic team of hospitality professionals. We offer competitive benefits, career growth opportunities, and an environment where excellence is celebrated.
The Grand Minneapolis Hotel is a AAA Four-Diamond property known for its exceptional service and modern elegance. We're seeking a passionate leader to maintain our reputation as Minneapolis' premier destination for business and leisure travelers.
Responsibilities
- Oversee front desk operations including check-in/out, concierge services, and VIP guest coordination
- Train and mentor guest services team on service standards, problem resolution, and upselling techniques
- Implement and maintain guest satisfaction protocols, achieving 95%+ positive review scores
- Collaborate with housekeeping, food & beverage, and event teams to ensure seamless guest experiences
- Manage departmental budget, inventory control, and staffing schedules
- Resolve escalated guest concerns with professionalism and discretion
- Analyze guest feedback metrics to identify service improvement opportunities
Qualifications
- 5+ years in luxury hospitality with 2+ years in supervisory/management roles
- Proven track record of achieving exceptional guest satisfaction scores (NPS >90)
- Expert knowledge of Opera PMS and hotel management systems
- Exceptional conflict resolution and leadership abilities
- Strong financial acumen with experience managing departmental budgets
- Ability to work flexible shifts including nights, weekends, and holidays
- Hotel management degree or equivalent certification preferred