Guest Service Manager - Courtyard by Marriott, Holland

suburbaninns; Holland (MI); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Hotel/restaurant discounts

Paid time off

Health, vision, dental, life insurance

Flexible schedules

Holiday Pay

Volunteer time off

Advancement opportunities

Maternity/paternity leave

Employee Assistance Program (EAP)

Job summary

Suburban Inns is seeking a Guest Service Manager to lead front desk operations, sales, and guest relations. You will schedule staff, ensure brand standards, and monitor service quality to achieve high guest satisfaction.

The role requires weekend availability, strong communication, and experience in guest services. Compensation is negotiable based on experience, with benefits and growth opportunities included.

Qualifications

• Minimum knowledge includes ability to interpret/extract information and perform arithmetic, plus good communication skills.
• Formal education: high school diploma or equivalent, one year Guest Service Representative experience.
• License, Training: CPR and TIPs certified (may be completed upon hire).

Responsibilities

• Provide strong sales techniques and excellent guest service following brand standards.
• Schedule staff based on occupancy and budget; monitor hours and ensure appropriate use of time.
• Rotate Manager on Duty shifts weekends as needed; 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.
• Monitor inventory daily and address any out-of-balance issues; perform property walk-arounds.
• Assist with prospecting new hotel business and communicate information to sales; maintain shop inventory.
• Work with sales to take deposits, guest rooms, and group blocks; provide property tours highlighting amenities.
• Provide excellent guest service and enforce service philosophy; respond to guest requests and feedback.

Skills

Good communication

Typing

Basic computer knowledge

Record keeping

Word processing

Education

High school diploma or equivalent

Tools

CPR Certification

TIPs Certification

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 adoptionleave 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.