Front Office/Guest Services Manager Embassy Suites Minneapolis North

Oliver Companies; Brooklyn Center (MN); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player in property management is seeking a dynamic Guest Services Manager to lead the guest services team. This role is pivotal in ensuring exceptional guest experiences while upholding the highest standards of service and operational excellence. As a key member of the management team, you will oversee daily operations, manage team performance, and foster a positive environment for both guests and staff. If you possess strong leadership skills and a passion for hospitality, this opportunity allows you to make a significant impact in a thriving hotel environment. Join a company that values its employees and is committed to delivering outstanding service.

Qualifications

• Strong interpersonal and communication skills are essential.
• Experience in hotel supervisory roles is preferred.

Responsibilities

• Oversee guest services operations and ensure quality standards.
• Assist with financial functions and maintain guest loyalty.

Skills

Interpersonal Skills

Communication Skills

Organizational Skills

Leadership

Stress Management

Education

Hotel Supervisory Experience

Tools

Hilton Systems

Job description

Join our growing team! Oliver Companies, headquartered in Duluth, MN, is a leading property management company that has been operating since 1978. Through our history and strong values, we have become accomplished in hotel development and management. Our properties are located across the country and fly flags from Hilton, IHG, Choice, and Marriott.

Property Location: Embassy Suites by Hilton Minneapolis North

Job Summary

The Guest Services Manager oversees guest services operations and team members. The Guest Services Manager is responsible for ensuring labor and quality standards are upheld and assists with establishing a positive work environment, delivering exceptional guest service and administering policies and procedures established by the company and the hotel brand. The Guest Services Manager acts as Manager-on-Duty as needed.

Essential Duties and Responsibilities

1. AM and PM shifts, Weekends and Holidays as required
2. Oversees guest services team members with the authority to interview, select and set the pay of team members; discipline team members; make formal termination recommendations; and investigate and adjudicate complaints
3. Demonstrates and provides exceptional guest service to all hotel guests
4. Maintains personal connections with guests, clients and community organizations to encourage guest loyalty
5. Uses appropriate selling techniques to maximize revenue and occupancy
6. Demonstrates telephone courtesy and professionalism
7. Assists with various accounting and financial functions including A/P, A/R, billing accounts and department reporting
8. Ensures department reporting is completed promptly and accurately
9. Assists with maintaining product and service quality standards by investigating complaints, initiating corrective action, and conducting periodic room inspections
10. Maintains knowledge, skills, and abilities needed to perform any position in the department
11. Assists with monitoring and upholding procedures for control of supplies, keys, monies and credit
12. Assists in monitoring and upholding procedures for safety of guests and hotel team members
13. Maintains clean and professional appearance of public areas and hotel office
14. Performs additional responsibilities as assigned by leadership

Qualifications

1. Strong interpersonal and communication skills
2. Strong organizational skills and attention to detail
3. Ability to handle stressful situations with poise and professionalism
4. Strong leadership and a professional image
5. Conduct work-related functions in a professional manner

The ideal Candidate would have Hotel Supervisory Experience. Hilton systems would be a plus.