Job Description
Join Cleveland's premier luxury hotel at the heart of downtown. The Cleveland Grand Hotel is seeking an exceptional Guest Services Manager to lead our front desk operations and create unforgettable experiences for our discerning guests. As a cornerstone of our hospitality team, you'll embody our commitment to excellence while managing check-in/check-out processes, resolving guest inquiries, and supervising a dynamic team of hospitality professionals. Enjoy competitive benefits, career growth opportunities, and work in a landmark destination that showcases the best of Cleveland's vibrant culture.
Responsibilities
- Oversee all front desk operations including check-in/check-out procedures and room assignments
- Train and mentor front desk agents on service standards and hotel systems
- Resolve guest complaints with professionalism and implement follow-up solutions
- Coordinate with housekeeping, maintenance, and F&B departments for seamless guest experiences
- Monitor occupancy rates and implement upselling strategies for room upgrades
- Prepare daily shift reports and analyze guest satisfaction metrics
- Ensure compliance with brand standards and safety protocols
Qualifications
- 3+ years of hotel front desk experience with supervisory role
- Proven track record in luxury or boutique hospitality environments
- Expertise in Opera or similar property management systems
- Exceptional conflict resolution and multitasking abilities
- Strong leadership skills with team development experience
- Valid Ohio Food Handler's certification preferred
- Ability to work flexible hours including nights, weekends, and holidays
- Proficiency in English; additional languages a plus