Guest Services Manager Embassy Suites by Hilton Minneapolis North

Oliver Companies; Brooklyn Center (MN); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading property management company is seeking a Guest Services Manager to oversee operations and ensure exceptional guest service. This role requires strong leadership, communication, and organizational skills, and involves managing shifts and team members effectively.

Qualifications

• Strong leadership and a professional image.
• Ability to handle stressful situations with poise and professionalism.

Responsibilities

• Manage AM and PM shifts, including weekends and holidays.
• Oversee guest services team and ensure exceptional guest service.
• Maintain product and service quality standards.

Skills

Interpersonal Skills

Communication

Organizational Skills

Leadership

Education

Hotel Supervisory Experience

Job description

Join our growing team!

Oliver Companies, headquartered in Duluth, MN, is a leading property management company operating since 1978. We have established a strong reputation in hotel development and management, with properties across the country flying flags from Hilton, IHG, Choice, and Marriott.

Property Location: Embassy Suites by Hilton Minneapolis North

Job Summary

The Guest Services Manager oversees guest services operations and team members. This role is responsible for ensuring labor and quality standards are upheld, establishing a positive work environment, delivering exceptional guest service, and administering policies and procedures established by the company and the hotel brand. The Guest Services Manager also acts as Manager-on-Duty as needed.

Essential Duties and Responsibilities

• Manage AM and PM shifts, including weekends and holidays as required.
• Oversee guest services team members with authority to interview, select, set pay, discipline, make termination recommendations, and investigate complaints.
• Demonstrate and provide exceptional guest service to all hotel guests.
• Maintain personal connections with guests, clients, and community organizations to encourage guest loyalty.
• Use appropriate selling techniques to maximize revenue and occupancy.
• Demonstrate telephone courtesy and professionalism.
• Assist with accounting and financial functions including A/P, A/R, billing, and reporting.
• Ensure department reporting is completed accurately and promptly.
• Maintain product and service quality standards by investigating complaints, initiating corrective actions, and conducting periodic room inspections.
• Maintain knowledge, skills, and abilities needed to perform any position in the department.
• Monitor and uphold procedures for control of supplies, keys, monies, and credit.
• Monitor and uphold procedures for the safety of guests and team members.
• Maintain a clean and professional appearance of public areas and hotel office.
• Perform additional responsibilities as assigned by leadership.

Qualifications

• Strong interpersonal and communication skills.
• Strong organizational skills and attention to detail.
• Ability to handle stressful situations with poise and professionalism.
• Strong leadership and a professional image.
• Conduct work-related functions professionally.
• Hotel supervisory experience is preferred; experience with Hilton systems is a plus.