Job Description
Join our award-winning luxury hotel in the heart of downtown Cleveland! We're seeking an experienced Senior Guest Services Manager to lead our front desk operations and deliver exceptional guest experiences. This role requires a hospitality professional with strong leadership skills and a passion for creating memorable stays. You'll oversee daily operations, mentor staff, and ensure our guests receive world-class service at every touchpoint. Our competitive benefits package includes health insurance, 401k matching, and exclusive hotel discounts.
Responsibilities
- Lead and mentor a team of 8+ front desk agents and concierge staff
- Manage check-in/check-out processes to ensure seamless guest experiences
- Resolve escalated guest complaints with discretion and professionalism
- Oversee room inventory management and rate optimization
- Train staff on reservation systems and property management software
- Coordinate with housekeeping and maintenance departments for operational efficiency
- Implement service standards aligned with luxury hospitality best practices
Qualifications
- 5+ years in hotel front desk management with luxury property experience
- Proficiency in Opera PMS and reservation management systems
- Strong conflict resolution and crisis management skills
- Valid Ohio Food Protection Manager certification preferred
- Proven ability to train and develop hospitality teams
- Ability to work flexible shifts including nights, weekends, and holidays
- Excellent knowledge of Cleveland attractions and local services
- High school diploma or equivalent; hospitality degree preferred