Guest Service Manager - Courtyard by Marriott, Holland

Suburban Inns; Netherlands; On-site; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Hotel discounts

Paid time off

Health, vision, dental, life insurance

Flexible schedules

Holiday pay

Paid volunteer time off

Advancement opportunities

Maternity/paternity/adoption leave

Job summary

Suburban Inns in the Netherlands is seeking a Guest Service Manager to lead front-desk operations and guest relations. The role requires flexible hours across 1st, 2nd, and 3rd shifts with weekend availability and opportunities for advancement.

The position offers competitive pay based on experience, potential for a paid internship, and comprehensive benefits including hotel/restaurant discounts, paid time off, insurance, and holiday pay.

Qualifications

• High school diploma or equivalent required.
• At least 1 year of Guest Service Representative experience.
• CPR/TIPs certification preferred or may be completed on hire.

Responsibilities

• Provide strong sales techniques and exceptional guest service per brand standards.
• Hold team members accountable to employment and performance standards; discipline when needed.
• Schedule staff based on hotel occupancies within budget; monitor hours for efficiency.
• Rotate Manager on Duty shifts on weekends and oversee GSRs hiring, training, and evaluation.
• Ensure GSRs sell the property to maximize rate and occupancy; review guest surveys for service recovery.
• Maintain inventory and perform property walk-arounds; address safety and security issues.
• Assist with prospecting new hotel business and communicating with sales; support deposits and blocks.
• Provide tours of the property and highlight amenities; enforce service philosophy among staff.

Skills

Communication skills

Guest service

Scheduling

Team leadership

Education

High school diploma or equivalent

Job description

Join the Inn Crowd to be a part of our award-winning family! Our team is dedicated to helping each other succeed and achieve our goals!

Guest Service Manager

• Flexible Schedule - hours might vary between 1st, 2nd, and 3rd shift - weekend availability required
• Competitive Pay- negotiable based on experience
• Job can be used as a paid internship

Benefits Include

• Hotel and restaurant discounts
• Earned Paid Time Off for ALL Team Members
• Insurance (health, vision, dental, life) for full time Team Members
• Flexible schedules (dependent on position)
• Holiday Pay
• 8 hours of paid volunteer time per year (must be accredited)
• Advancement opportunities
• 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
• Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to legal, financial and elder care consultations)

Essential Functions

As a Guest Service Manager you would be responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns and brand standards, as well as going above and beyond to ensure that guests are 100% satisfied.

• Hold Team Members accountable to the standards of employment and job performance set by the Core Values of Suburban Inns and the brand. Discipline Team Members as needed, according to Suburban Inns' policies
• Schedule staff as needed based on hotel occupancies, while staying within the company budget. Monitor Team Member hours and ensure they are using company time wisely, and for company purposes only
• Rotate Manager on Duty shifts over the weekends for the hotel when needed
• Hire, train, and evaluate Guest Service Representatives (GSRs)
• Ensure all GSRs are selling the property according to the Suburban Inns standards to maximize rate and occupancy
• Review all guest surveys and follow up as needed to perform any service recovery and display the guest surveys once they are reviewed for employees to read and learn from
• Monitor inventory on a daily basis and correct any out of balance issues
• Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and General Manager
• Assist with prospecting new hotel business and communicating information to sales department
• Maintain inventory stock in the shop
• Work with the sales department to take deposits, as well as guest rooms and group blocks
• Provide tours of tours of the property, being sure to highlight all of the amenities
• Provide excellent guest service and enforce the service philosophy among all team members:
  • Supply information to guests regarding hotel policies, services, and amenities
  • Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment
  • Handle all guest concerns and be able to problem solve in a tactful, professional manner
  • Review all guest surveys and assist in responding to feedback and service recoveries.
  • Ensure brand standards are exceeded and member enrollments are promoted
• Exhibit regular and recurrent attendance records
• Follow all Suburban Inns Processes
• Assist other departments as needed
• Other duties as requested by management

Position Requirements

• Minimum Knowledge: Requires ability to interpret/extract information and/or perform arithmetic functions. May require typing, basic computer knowledge, record keeping, or word processing. Good communication skills
• Formal Education and Job-Related Experience: This position requires a minimum formal education of a high school diploma or equivalent related experience. One year of Guest Service Representative experience required
• License, Training, and/or Certification Required: CPR Training and TIPs certified (may be completed upon hire)
• Work Schedule: Work regularly requires or varies between day, evening, night, holiday, and/or weekend assignments. Schedule varies according to business demands and needs

Uniform and Appearance Guidelines

Uniform: Uniform and name tag provided. Close-toed are the responsibility of the Team Member.

Appearance: Hair must be kept well-groomed. All facial piercings and tattoos that are not covered by a work uniform must be approved by management. Any tattoo that is deemed offensive to co-workers, guests, vendors or others in the workplace based on racial, sexual, religious, ethnic, or other characteristics or attributes of a sensitive or legally protected nature are not permitted and must remain covered or concealed at all times. This policy will be administered by the position's supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics. The Vice President of Operations has the authority to veto any decision made by the position's supervisor

We are a dynamic organization in a rapidly changing industry. Accordingly, the responsibilities associated with this job will change from time to time in accordance with business needs. More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.