Job Description
Join our award-winning luxury hotel in the heart of downtown Raleigh! We're seeking a passionate Guest Services Manager to deliver exceptional guest experiences while leading our front desk team. Enjoy competitive benefits, career growth opportunities, and work in a vibrant city known for its thriving hospitality scene. Why join us? Comprehensive health insurance, 401K matching, employee discounts, and professional development programs. What we offer: Modern work environment, supportive leadership, and a team-oriented culture that values your expertise.
Responsibilities
- Oversee daily front desk operations ensuring seamless check-in/check-out experiences
- Train and mentor staff on customer service excellence and conflict resolution
- Handle guest inquiries and resolve complaints with professionalism and empathy
- Manage room inventory and coordinate with housekeeping for optimal occupancy
- Implement upselling strategies to maximize revenue through room upgrades and amenities
- Maintain accurate guest records and reservation systems
- Collaborate with other departments (housekeeping, F&B) for cohesive service delivery
Qualifications
- 3+ years of hotel front desk management experience in luxury properties
- Proven track record in team leadership and staff development
- Exceptional communication and interpersonal skills
- Proficiency in hotel management systems (Opera, PMS)
- Ability to multitask in a fast-paced environment
- Strong problem-solving and decision-making abilities
- Valid North Carolina hospitality certification preferred
- Flexible availability including nights, weekends, and holidays