Guest Service Manager

Doubletree-Newark-Penn-Station; Newark (NJ); On-site; USD 60,000 - 80,000; Full time

Job summary

Doubletree by Hilton Newark Penn Station in Newark, NJ seeks a Guest Service Manager who will oversee daily hotel operations, welcome guests, escort to rooms, and manage lobby activities with a focus on guest satisfaction.

Responsibilities include training staff, scheduling, ensuring safety, addressing guest requests and complaints, coordinating with housekeeping and maintenance, monitoring guest feedback, and acting as a liaison between guests and management to deliver an unforgettable

Qualifications

• Proficient with PMS/Hilton PEP and hotel systems.
• Minimum 2-5 years’ experience as a supervisor or manager.
• Union labor relations knowledge preferred.
• Flexibility to work weekends/holidays and AM/PM shifts.
• Strong time management and leadership communication skills.

Responsibilities

• Ensure check-in/check-out runs smoothly and guests are escorted to rooms.
• Respond to guest requests/complaints promptly and resolve issues.
• Monitor guest feedback, analyze trends and take corrective actions.
• Improve services to attract more guests.
• Support staff with guest questions and escalate when needed.
• Act as a liaison between guests and hotel management.
• Collaborate with housekeeping and maintenance for seamless operations.

Skills

PMS/Hilton PEP

Leadership

Job description

Doubletree by Hilton Newark Penn Station is seeking a Guest Service Manager, who reports to the Director of Front Office. The Guest Service Manager will oversee the daily operations of our hotel, ensure that guests are welcomed when they arrive and that they are accompanied to their room, manage all lobby activities and see to the functionality of the hotel amenities.

To ensure success as a guest service manager, you will train staff and manage staff schedules and shifts. You will ensure that safety and security measures are in place to ensure the safety of guests and staff. A skilled guest service manager will fulfill requests made by guests to ensure that they have an unforgettable experience.

Job Responsibilities:

• Ensuring that the check-in and check-out process runs as smoothly as possible and that guests are escorted to the correct room.
• Responding to requests and/or complaints made by guest in a timely manner and seeking resolutions and ensuring guest satisfaction.
• Closely monitoring guest feedback, analysing trends, and implementing appropriate corrective actions.
• Implementing procedures to improve services offered with the aim of attracting more customers.
• Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise.
• Acting as a link between guests and hotel management.
• Collaborate with other departments, such as housekeeping and maintenance, to ensure seamless guest services and efficient operations.

Job Qualifications:

• Proficient with PMS system/Hilton PEP
• A minimum of 2-5 years’ experience as a supervisor or manager (Required)
• Union labor relation knowledge preferred.
• Requires weekends, holidays, and be flexible to work AM/PM shifts according to business demands.
• The position requires effective time management and strong leadership communication skills.