Job Description
Join the heart of Houston's hospitality scene at the prestigious Grand Houston Hotel! We're seeking an experienced Guest Services Manager to lead our front desk operations and deliver exceptional guest experiences. As a cornerstone of our luxury property, you'll oversee check-in/check-out processes, resolve guest inquiries, and mentor a dynamic team of hospitality professionals. Enjoy competitive compensation, comprehensive benefits, and opportunities for career growth in one of America's most vibrant cities.
Responsibilities
- Manage daily front desk operations including staff scheduling and performance evaluations
- Train and mentor guest services team on luxury service standards
- Resolve complex guest complaints and implement service recovery protocols
- Coordinate with housekeeping, concierge, and maintenance departments
- Monitor guest satisfaction metrics and implement improvement strategies
- Handle VIP arrivals and special event coordination
- Maintain accurate room status and reservation systems
Qualifications
- 3+ years in hotel guest services management or supervisory role
- Proven expertise in Opera or similar hotel management systems
- Exceptional communication and conflict resolution skills
- Valid Texas Food Handler's/Seller's License preferred
- Ability to work flexible shifts including nights/weekends/holidays
- Strong attention to detail and financial acumen
- Experience with revenue management strategies
- Bachelor's degree in Hospitality Management preferred