Job Description
Join our award-winning luxury hotel in the heart of Charlotte's thriving Uptown district! Grandview Hotels & Resorts is seeking an exceptional Guest Services Manager to lead our front desk operations and deliver world-class experiences to our discerning clientele. As a cornerstone of our hospitality team, you'll drive guest satisfaction while mentoring staff and optimizing operations in our AAA Four Diamond property.
Our commitment to excellence extends beyond our guests to our team members. Enjoy competitive benefits, professional development opportunities, and a vibrant work culture in one of America's fastest-growing cities.
Responsibilities
- Lead front desk operations including check-in/out, VIP handling, and concierge services
- Train and mentor 8+ guest service agents on service standards and emergency procedures
- Resolve guest complaints with empathy and efficiency while maintaining high satisfaction scores
- Collaborate with housekeeping, events, and F&B teams for seamless guest experiences
- Implement revenue management strategies for room upgrades and ancillary services
- Manage daily cash operations and audit financial transactions
- Analyze guest feedback to implement service improvements
Qualifications
- 3+ years luxury hotel front desk management experience required
- Proven track record in exceeding guest satisfaction metrics (NPS >90)
- Advanced proficiency in Opera PMS and hotel management systems
- Bachelor's degree in Hospitality Management or equivalent experience
- Exceptional conflict resolution and multitasking abilities
- Valid North Carolina Food Handler's and Alcohol Service permits
- Fluency in English; Spanish proficiency highly valued