Job Description
Join our award-winning luxury hotel in the heart of Columbus! We're seeking a dynamic Guest Services Manager to lead our front desk team and deliver exceptional guest experiences. This role combines leadership with hands-on hospitality operations in a vibrant downtown location.
Our ideal candidate thrives in fast-paced environments and embodies our commitment to personalized service. Enjoy competitive benefits, professional development opportunities, and a supportive team culture.
Responsibilities
- Lead and mentor a team of 8-10 front desk agents to ensure seamless check-in/out processes
- Handle VIP guest requests, complaints, and special event coordination
- Oversee room inventory management and maximize occupancy rates
- Train staff on property systems, safety protocols, and brand standards
- Collaborate with housekeeping, concierge, and F&B departments
- Analyze guest feedback to implement service improvements
- Manage billing discrepancies and payment processing
Qualifications
- 5+ years in hotel front desk management with luxury brand experience
- Proven leadership skills with staff training and development
- Proficiency in Opera PMS and hotel management software
- Exceptional conflict resolution and problem-solving abilities
- Valid Ohio hospitality certification (preferred)
- Strong knowledge of Columbus attractions and local services
- Ability to work flexible schedules including nights/weekends
- Fluency in English; bilingual (Spanish) a plus