Guest Services Manager

Hotel Leveque; Milwaukee (WI); Vor Ort; USD 41.000 - 50.000; Vollzeit

Benefits dieser Stelle

Insurance enrollment

Paid time off

Holiday pay

Hotel discounts

Professional development

Zusammenfassung

First Hospitality’s Hilton Garden Inn Milwaukee Downtown is seeking a Guest Service Manager to lead the front desk and guest services team, ensuring brand standards and high guest satisfaction.

You will staff, train, coach, and communicate across hotel departments, handle guest challenges, promote loyalty programs, and maintain professional conduct in all interactions.

Qualifikationen

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• High School diploma or equivalency education certificate required.

Aufgaben

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

Kenntnisse

Customer service

Ausbildung

High School diploma or equivalency

Jobbeschreibung

Compensation: Starting at $45,000 per year

What's in it for you…

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About this job…

The Guest Service Manager leads the hotel’s front desk and guest services team. Guest Service Managers must be strong problem-solvers with an unwavering focus on guest satisfaction throughout the hospitality experience. As the team leader, Guest Service Managers must ensure adequate staffing, promote hotel brand standards, train and coach team members, and model expected behavior. The primary responsibilities of a Guest Service Manager include attracting and retaining top talent on the guest services team, resolving guest challenges, modeling and executing hotel brand service standards, exceeding guest expectations, and maintaining excellent communication with guests, team members, supervisors, and other hotel department teams.

What you’ll be doing…

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

Experience & Education:

• 2+ years of customer service experience, preferably in Hospitality or related industry
• High School diploma or equivalency education certificate required

Communication:

• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace
• Physical:
• 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
• Lift, lower, and maneuver up to 30 pounds occasionally

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness.

Modern Service with Historic Charm in Downtown Milwaukee

Unwind at Hilton Garden Inn Milwaukee Downtown, located within the historic and iconic Loyalty building on north Broadway. Set in the heart of downtown Milwaukee, our hotel is 10 miles from Mitchell International airport and within walking distance of almost all major Milwaukee attractions. U.S. Cellular Arena and the Frontier Airlines Convention Center are just minutes from our hotel.

Discover Pier Wisconsin Discovery World Center Science Museum, Milwaukee Art Museum, and Lakeshore State Park at the Lake Michigan Lakefront. Enjoy shopping and browse the quaint shops, art galleries and tasty dining options nestled between Lake Michigan and the Milwaukee River.

Relax in an inviting guest room with a microwave and refrigerator. Sleep in a Serta Sleep System® bed and wake up to a cooked-to-order breakfast. Snack on treats from the 24-hour Pavilion Pantry® or savor delicious American cuisine from The Garden Grill.

With 7,800 sq. ft. of meeting space, this Milwaukee hotel offers the perfect setting for your business conference or special event. Catch up with work in the 24-hour business center and benefit from complimentary WiFi throughout the hotel. Our modern fitness center offers the latest exercise equipment so you can stay fit while you travel.