Guest Service Manager

SUMMARY : Primarily manages and coordinates the operations and activities of the front desk area and staff to achieve Hilton's high expectation of customer satisfaction, quality service, and compliance with established procedures / policies.

Collateral duties include working with all department heads in reviewing guest comments and satisfaction surveys, strategizing activities to improve guest satisfaction, implementing and reviewing results and adjusting as necessary.

The following information provides an overview of the skills, qualities, and qualifications needed for this role.

No relocation will be considered for this position, local applicants only.

To be considered, only applicants with a minimum of 2 years Hilton front desk, OnQ and Hilton Guest Assistance will be considered.

DUTIES AND RESPONSIBILITIES :

• Ensures DoubleTree by Hilton Core Brand Standards are maintained.
• Department ownership and leadership is critical for this position.
• As a Guest Services Manager, you must be proactive to changing work and situational conditions.
• This is a hands-on position, and the Guest Services Manager must be flexible to cover front desk shifts.
• A Guest Services Manager has budgetary control responsibility, for both labor and purchasing.
• Must have excellent communication and training skills. Ensuring all team members are continuously trained and corrected in a timely manner.
• Must be able to meet deadline obligations.
• Must be able to keep Front Desk team fully staffed at all times, while minimizing turn-over.
• Oversees valet and shuttle services, which is provided by a 3rd party vendor.
• Creates a fun, energetic, and professional guest focused environment.
• Organizes, directs, and monitors daily activities of front desk agents, concierge, bell / valet, security, and night audit personnel.
• Directs, implements, and maintains service standards.
• Works with all department heads to ensure service and experience for our guests is optimized at all time.
• Maintains complete knowledge at all times of daily house count, expected arrivals / departures, scheduled in-house group activities, all room rates, special packages and promotions;

communicates information to appropriate staff.

• Works closely with Sales to ensure contracted expectations are met.
• Monitors guest registration, check-out, and telephone service.
• Develops, implements, and monitors department budget; manages expenses within approved budget constraints.
• Develops, implements, and maintains programs / processes to enhance guest satisfaction and ensure front office operations are efficient and profitable.
• Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems / complaints, answering telephone, making guest reservations, and checking guests out of hotel.
• Ensures that guests’ needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.
• Assists front office staff with resolution of guest problems / complaints as needed.
• Ensures all guest comments are responded to immediately (Hilton Guest Assistance, as well as all social media sites).
• Possesses and maintains thorough knowledge of hotel services, facilities, and policies and area’s attractions.
• Attends Hilton Front Desk month meeting and disseminates information.
• Motivates and mentors supervisors.
• Prepares accurate and timely reports as required.
• Hires, trains, supervises, motivates, and develops front office staff; manages schedules and workflow.
• Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations.
• Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance.
• Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions.
• Performs other duties as assigned by manager.
• Oversees and responds to all chargebacks. Passes on recommendations to front desk team.

SUPERVISORY RESPONSIBILITIES :

Supervises front office staff, ensuring all Hilton standards and SALT expectations are exceeded.

QUALIFICATIONS :

• Bachelor’s degree (B.A.) or equivalent.
• One to two years related experience or equivalent.
• Proven leadership and business acumen skills.
• Demonstrated proficiency in supervising and motivating subordinates.
• Basic competence in subordinates’ duties and tasks.
• Good judgement with the ability to make timely and sound decisions.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Commitment to excellence and high standards.
• Excellent written and oral communication skills.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Acute attention to detail.
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities and workflow.
• Proficient on Hilton Systems.
• Excellent customer service skills.
• Ability to understand and follow written and verbal instructions.
• Professional appearance and demeanor.
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Bilingual skills a plus.

PHYSICAL / MENTAL REQUIREMENTS :

• While performing the duties of this job, the employee is frequently required to do the following :
• Stand for long periods of time.
• Calculate figures and amounts.
• Coordinate multiple tasks simultaneously.
• Understand and respond to a diverse population.

WORK ENVIRONMENT :

Majority of the day will be reading, speaking and corresponding with guests, and hotel team, along with standing, walking, bending, and lifting (max 60 lbs.).

Job Type : Full-time

Pay : From $67,000.00 per year

Schedule :

Every weekend

Experience :

• Hotel experience : 3 years (Required)
• Hilton : 2 years (Required)
• Management : 2 years (Preferred)

Work Location : In person

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