Guest Services Manager Embassy Suites by Hilton Minneapolis North

OCI Hospitality; Minneapolis (MN); On-site; USD 45,000 - 65,000; Full time

Job summary

OCI Hospitality is seeking a Guest Services Manager for the Embassy Suites by Hilton Minneapolis North. This role involves overseeing guest services operations, ensuring quality standards, and providing exceptional service. The ideal candidate will have strong leadership qualities and experience in hotel supervision.

Qualifications

• Experience in hotel supervision preferred.
• Familiarity with Hilton systems is a plus.

Responsibilities

• Oversee guest services operations and team members.
• Manage AM and PM shifts, including weekends and holidays.
• Provide exceptional guest service and maintain personal connections.

Skills

Interpersonal skills

Communication skills

Organizational skills

Attention to detail

Leadership qualities

Job description

Guest Services Manager Embassy Suites by Hilton Minneapolis North

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Join our growing team! Oliver Companies, headquartered in Duluth, MN, is a leading property management company operating since 1978. We have established expertise 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. Responsibilities include ensuring labor and quality standards are maintained, establishing a positive work environment, delivering exceptional guest service, and administering policies and procedures established by the company and hotel brand. The Guest Services Manager acts as Manager-on-Duty as needed.

Essential Duties and Responsibilities

1. Manage AM and PM shifts, including weekends and holidays as required.
2. Oversee guest services team members, with authority to interview, select, set pay, discipline, recommend termination, and investigate complaints.
3. Provide exceptional guest service, maintain personal connections with guests, clients, and community organizations to encourage loyalty.
4. Use appropriate selling techniques to maximize revenue and occupancy.
5. Demonstrate telephone courtesy and professionalism.
6. Assist with accounting and financial functions such as A/P, A/R, billing, and department reporting.
7. Ensure timely and accurate department reporting.
8. Maintain product and service quality standards by investigating complaints, initiating corrective actions, and conducting room inspections.
9. Maintain knowledge and skills to perform any position in the department.
10. Monitor and uphold procedures for control of supplies, keys, monies, and credit.
11. Uphold safety procedures for guests and staff.
12. Maintain a clean and professional appearance of public areas and hotel offices.
13. Perform additional responsibilities as assigned by leadership.

Qualifications

Strong interpersonal and communication skills, organizational skills, attention to detail, and the ability to handle stressful situations professionally. Leadership qualities and a professional image are essential. Experience in hotel supervision is preferred, and familiarity with Hilton systems is a plus.