Guest Service Manager - Hilton Garden Inn GR

Suburban Inns; Grand Rapids (MI); On-site; Full time

Job summary

Join a leading hospitality company as a Guest Service Manager, where you'll ensure exceptional guest experiences while leading a dedicated team. With flexible shifts and opportunities for advancement, this role is perfect for those passionate about service in a dynamic environment.

Benefits

Employee hotel and restaurant discounts

Earned Paid Time Off

Health, vision, dental, life insurance

Flexible schedules

Holiday Pay

Paid volunteer time

Opportunities for advancement

Monetary recognition programs

Paid maternity/paternity leave

Employee Assistance Program

Qualifications

• At least one year of guest service experience.
• CPR and TIPS certification may be completed upon hire.

Responsibilities

• Provide exceptional guest service and exceed expectations.
• Schedule staff and monitor work hours.
• Hire, train, and develop Guest Service Representatives.

Skills

Customer Service

Sales Techniques

Team Leadership

Education

High School Diploma

Job description

Job Title: Guest Service Manager

Description: The Hilton Garden Inn offers a fast-paced, high-energy workplace with abundant opportunities for advancement. Join our team, recognized as one of the best in the Hospitality Industry!

Shifts: Flexible schedule between 1st and 2nd shifts, some 3rd shifts, weekend availability.

Starting Wage: $20/hour, based on experience.

As a Guest Service Manager, you will be responsible for providing excellent guest service and effective sales techniques, aligning with Suburban Inns and brand standards, and exceeding guest expectations to ensure 100% satisfaction.

Our Benefits Package Includes:

• Employee and Friends & Family 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
• Opportunities for advancement and professional growth
• Monetary recognition and referral programs
• 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
• Employee Assistance Program through Pine Rest (including free counseling, legal, financial, and elder care consultations)

Essential Functions:

1. Hold team members accountable to employment and performance standards based on our core values and brand policies.
2. Schedule staff according to hotel occupancy and budget, monitor work hours, and ensure efficient use of company time.
3. Rotate Manager on Duty shifts during weekends as needed.
4. Hire, train, evaluate, and develop Guest Service Representatives (GSRs).
5. Ensure GSRs meet sales standards to maximize rate and occupancy.
6. Review guest surveys, perform service recovery, and facilitate learning from feedback.
7. Monitor inventory daily and address discrepancies.
8. Conduct property walk-arounds to address safety, cleanliness, and security issues; report problems promptly.
9. Assist in prospecting new hotel business and communicate with the sales department.
10. Maintain inventory in the shop and work with sales on deposits and group bookings.
11. Provide property tours highlighting amenities and services.
12. Deliver exceptional guest service, including providing information, responding to requests, handling concerns, and promoting brand standards and member enrollments.
13. Maintain consistent attendance and follow all company processes.
14. Support other departments as needed and perform additional duties as assigned.

Position Requirements:

• Ability to interpret information, perform basic arithmetic, and utilize computer skills.
• High school diploma or equivalent; at least one year of guest service experience.
• CPR and TIPS certification (may be completed upon hire).
• Flexible work schedule including days, evenings, nights, holidays, and weekends.

Note: Responsibilities may evolve with business needs, and additional duties may be assigned as necessary.