Guest Service Manager - Hilton Garden Inn GR

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

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.