Guest Service Manager - Hilton Garden Inn GR

Suburban Inns; Grand Rapids (MI); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Hotel and restaurant discounts

Earned Paid Time Off

Health insurance for full time Team Members

Flexible schedules

Holiday Pay

8 hours of paid volunteer time

Advancement opportunities

Monetary recognition program

Monetary referral program

100% paid maternity/paternity leave

Job summary

Suburban Inns is looking for a Guest Service Manager to ensure guest satisfaction and uphold our service standards. In this role, you will manage guest service representatives, maintain hotel operations, and provide top-notch service that exceeds expectations.

Your responsibilities will include scheduling staff, monitoring inventories, and addressing guest concerns effectively. A high school diploma and experience as a Guest Service Representative are mandatory. Enjoy competitive benefits including health insurance and advancement opportunities.

Qualifications

• One year of Guest Service Representative experience required.
• CPR Training and TIPs certified (may be completed upon hire).

Responsibilities

• Provide excellent guest service and respond to inquiries.
• Schedule staff based on hotel occupancy.
• Hire, train, and evaluate Guest Service Representatives.
• Monitor inventory on a daily basis and correct issues.
• Ensure brand standards are exceeded and upheld.

Skills

Strong sales techniques

Excellent guest service

Communication skills

Education

High school diploma or equivalent

Tools

Basic computer knowledge

Job description

The Hilton Garden Inn is a fast-paced, high-energy workplace, with endless opportunities for advancement. Come join the best team in the Hospitality Industry!

Position Summary

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.

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
• Holiday Pay
• 8 hours of paid volunteer time per year
• Advancement and professional growth opportunities
• Monetary recognition program
• Monetary referral program
• 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

• 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.