Guest Services Manager — Front Office Leader

Doubletree Newark Penn Station; Newark (NJ); On-site; USD 45,000 - 65,000; Full time

Job summary

Doubletree by Hilton Newark Penn Station is seeking a Guest Service Manager to oversee daily hotel operations, welcome guests on arrival, and escort them to their rooms while managing lobby activities and hotel amenities.

The role includes staff training, scheduling, safety oversight, and ensuring an unforgettable guest experience by addressing requests across departments such as housekeeping and maintenance.

Qualifications

• Proficient with PMS system/Hilton PEP
• A minimum of 2-5 years’ experience as a supervisor or manager (Required)
• Union labor relation knowledge preferred.
• Requires weekends, holidays, and be flexible to work AM/PM shifts according to business demands.
• The position requires effective time management and strong leadership communication skills.

Responsibilities

• Ensuring that the check-in and check-out process runs as smoothly as possible and that guests are escorted to the correct room.
• Responding to requests and/or complaints made by guest in a timely manner and seeking resolutions and ensuring guest satisfaction.
• Closely monitoring guest feedback, analysing trends, and implementing appropriate corrective actions.
• Implementing procedures to improve services offered with the aim of attracting more customers.
• Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise.
• Acting as a link between guests and hotel management.
• Collaborate with other departments, such as housekeeping and maintenance, to ensure seamless guest services and efficient operations.

Job description

Doubletree by Hilton Newark Penn Station is seeking a Guest Service Manager to oversee daily hotel operations, welcome guests on arrival, and escort them to their rooms while managing lobby activities and hotel amenities.

The role includes staff training, scheduling, safety oversight, and ensuring an unforgettable guest experience by addressing requests across departments such as housekeeping and maintenance.