Job Description
Join The Baltimore Grand Hotel's prestigious team as we redefine luxury hospitality in the heart of downtown Baltimore. We seek an experienced Senior Front Desk Manager to lead our guest experience operations and drive exceptional service standards. This role offers competitive compensation, comprehensive benefits, and growth opportunities within our award-winning hotel chain.
Responsibilities
- Oversee daily front desk operations including check-in/out processes and guest concierge services
- Train and mentor front desk staff on service excellence protocols
- Resolve escalated guest complaints with professionalism and discretion
- Manage room inventory and coordinate with housekeeping for optimal occupancy
- Implement revenue management strategies to maximize room revenue
- Collaborate with sales and events teams for seamless group check-ins
- Maintain accurate guest records and ensure data security compliance
Qualifications
- Minimum 3 years hotel front desk management experience in luxury properties
- Proven leadership skills with staff training and development background
- Advanced proficiency in Opera PMS and hotel management systems
- Exceptional conflict resolution and multitasking abilities
- Valid Maryland Food Handler's certification (or ability to obtain within 30 days)
- Strong knowledge of Baltimore tourism attractions and transportation
- Ability to work flexible shifts including nights, weekends, and holidays