Guest Services Manager — Lead Guest Experience Team

Hotel Equities; Harrisburg (Dauphin County); On-site; USD 42,000 - 48,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Vacation & Holiday Pay

Employee Assistance Program

Career Growth Opportunities/ Manager培训

Reduced Room Rates throughout the порт

401(k) with company match

Employee discount

Referral program

Job summary

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is seeking a Guest Services Manager for the Hilton Harrisburg in Harrisburg, PA. This role leads front desk, bell, and concierge teams to deliver exceptional guest experiences.

The ideal candidate has guest relations experience, hospitality background, and a valid driver’s license. This position requires flexibility with schedules in a fast-paced hotel environment and reports to the Front Office Manager.

Qualifications

• MUST HAVE ABILITY TO EFFECTIVELY DEAL WITH INTERNAL AND EXTERNAL CUSTOMERS, SOME OF WHOM WILL REQUIRE HIGH LEVELS OF PATIENCE, TACT AND DIPLOMACY TO DEFUSE ANGER, COLLECT ACCURATE INFORMATION, AND RESOLVE CONFLICTS.
• BASIC MATHEMATICAL SKILLS NECESSARY TO OPERATE A CASH REGISTER, MAKE CHANGE, COUNT TOTAL BANK, PREPARE CASH DROPS, AND TOTAL ALL OTHER CHARGES.
• ABILITY TO READ, SPEAK AND UNDERSTAND THE ENGLISH LANGUAGE IN ORDER TO COMMUNICATE WITH GUESTS.
• ABILITY TO ACCESS AND ACCURATELY INPUT INFORMAITON USING A MODERATELY COMPLEX COMPUTER SYSTEM.
• DESIRED SOFTWARE PROFICIENCIES: KNOWLEDGE OF MICROSOFT OFFICE PRODUCTS.

Responsibilities

• ASSISTS IN THE EXECUTION OF RESERVATION RESPONSIBILITIES INCLUDING BUT NOT LIMITED TO MAKING/UPDATING/CANCELLING RESERVATIONS, RETURNING PHONE CALLS/EMAIL, AND ENTERING/UPDATING GROUP ROOMING LISTS AND BLOCKS.
• INCREASES LEVEL OF GUEST SATISFACTION BY DELIVERY OF AN IMPROVED PRODUCT THROUGH EMPLOYEE DEVELOPMENT, JOB ENGINEERING AND QUALITY IMAGE.
• FIELDS GUEST COMPLAINTS, CONDUCTING THOROUGH RESEARCH TO DEVELOP THE MOST EFFECTIVE SOLUTIONS AND NEGOTIATE RESULTS. LISTENS AND EXTENDS ASSISTANCE IN ORDER TO RESOLVE PROBLEMS.
• ASSISTS FRONT DESK AGENT, CONCIERGE, BELL ATTENDANTS, AND FRONT OFFICE MANAGER WITH THE EXECUTION OF THEIR DUTIES AS NEEDED.
• DUE TO THE NATURE OF THE HOSPITALITY INDUSTRY, EMPLOYEES ARE REQUIRED TO WORK VARYING SCHEDULES TO REFLECT THE BUSINESS NEEDS OF THE HOTEL.
• SERVE AS MANAGER ON DUTY.
• MONITOR DEPARTMENT SUPPLIES.
• MONITOR HOTEL EMAILS.

Skills

Customer service

Communication

Cash handling

English language

Computer literacy

Education

High School Diploma or equivalent

Guest relations / service experience

Hospitality experience preferred

Tools

Microsoft Office

Job description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is seeking a Guest Services Manager for the Hilton Harrisburg in Harrisburg, PA. This role leads front desk, bell, and concierge teams to deliver exceptional guest experiences.

The ideal candidate has guest relations experience, hospitality background, and a valid driver’s license. This position requires flexibility with schedules in a fast-paced hotel environment and reports to the Front Office Manager.