Guest Experience Manager

suburbaninns; Grand Rapids (MI); On-site; USD 29,000 - 36,000; Full time

Benefits offered by this job

Hotel discounts

Paid time off

Health insurance (full-time)

Flexible schedules

Holiday pay

Volunteer time off

Advancement opportunities

Referral program

Maternity/paternity leave

EAP through Pine Rest

Job summary

Suburban Inns in Grand Rapids, MI is seeking a Guest Service Representative to deliver warm, professional guest service and apply strong sales techniques to maximize guest satisfaction and hotel performance. You will schedule staff, train new team members, and ensure brand standards are met, while addressing guest requests, resolving issues, and supporting safety and housekeeping routines.

This role requires a high school diploma or equivalent, CPR and TIPs certifications when possible, and a

Qualifications

• Ability to interpret information and perform arithmetic functions.
• High school diploma or equivalent; one year of Guest Service Representative experience required.
• CPR Training and TIPs certification (may be completed upon hire).

Responsibilities

• Hold Team Members accountable to standards and brand values.
• Schedule staff based on hotel occupancy and budget.
• Rotate Manager on Duty shifts on weekends.
• Hire, train, and evaluate Guest Service Representatives.
• Ensure GSRs sell the property to maximize rate and occupancy.
• Review guest surveys and follow up for service recovery.

Skills

Guest service

Communication skills

Sales techniques

Team collaboration

Education

High school diploma or equivalent

Job description

Suburban Inns in Grand Rapids, MI is seeking a Guest Service Representative to deliver warm, professional guest service and apply strong sales techniques to maximize guest satisfaction and hotel performance. You will schedule staff, train new team members, and ensure brand standards are met, while addressing guest requests, resolving issues, and supporting safety and housekeeping routines.

This role requires a high school diploma or equivalent, CPR and TIPs certifications when possible, and a