Job Description
Join our award-winning luxury hotel in downtown Columbus as we seek an experienced Senior Guest Services Manager to lead our front desk operations. This pivotal role combines exceptional leadership with hands-on guest interaction to deliver world-class hospitality experiences. You'll oversee a dynamic team while implementing innovative service strategies that elevate our brand reputation. The Grand Ohio Hotel offers competitive benefits, professional development opportunities, and a vibrant work culture in Ohio's thriving capital city.
Responsibilities
- Lead, train, and mentor 10+ guest services team members to exceed service standards
- Optimize front desk operations including check-in/check-out processes and room assignments
- Resolve escalated guest concerns with empathy and creative solutions
- Analyze guest feedback to implement service improvements and operational enhancements
- Collaborate with housekeeping, concierge, and F&B departments for seamless guest experiences
- Manage departmental budget and inventory control for amenities
- Develop staff schedules ensuring peak coverage while controlling labor costs
Qualifications
- 5+ years hotel front desk experience with 2+ years in supervisory role
- Proven ability to manage high-volume operations during peak seasons
- Expert knowledge of PMS systems (Opera/Simphony) preferred
- Exceptional conflict resolution and multitasking abilities
- Ohio hospitality certification or equivalent industry credentials
- Strong financial acumen for budget management and revenue optimization
- Valid Ohio driver's license with clean record
- Fluency in English; Spanish proficiency highly valued