Job Description
Join Kansas City's premier luxury hospitality destination as our Guest Services Manager! At Grand Plaza Hotel, we redefine luxury experiences in the heart of the city's vibrant Crossroads Arts District. We're seeking an exceptional leader to orchestrate flawless guest interactions while driving our renowned service culture. If you thrive in high-energy environments and possess a passion for creating unforgettable moments, this role offers unparalleled career growth in one of America's most dynamic hospitality markets.
Responsibilities
- Lead front desk operations including check-in/out procedures, VIP guest coordination, and complaint resolution
- Train and mentor 10+ guest services team members on service standards and brand protocols
- Optimize room inventory management and maximize RevPAR through strategic upselling
- Collaborate with housekeeping, concierge, and F&B teams to ensure seamless guest experiences
- Analyze guest feedback metrics to implement service improvements and loyalty programs
- Manage departmental budgeting and expense controls while maintaining cost efficiency
Qualifications
- 5+ years in luxury hotel operations with 2+ years in supervisory/management roles
- Proven expertise in Opera, PMS, and hospitality CRM systems
- Exceptional conflict resolution skills with demonstrated guest satisfaction metrics
- Valid Missouri Food Handler's certification and alcohol service training
- Strong analytical abilities with experience in revenue management systems
- Bachelor's degree in Hospitality Management or equivalent experience
- Ability to work flexible shifts including nights, weekends, and holidays