Guest Services Manager - Swing/PM Shift (EXEMPT) - Embassy Suites - LAX South

Hilton; El Segundo (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading global hospitality company is seeking an experienced Guest Services Manager for the Swing/PM shift at the Embassy Suites Los Angeles International Airport South. The role involves overseeing hotel operations, ensuring guest satisfaction, and managing team members during the shift, making it crucial for maintaining high service standards.

Qualifications

• Experience in hospitality management.
• Strong leadership and teamwork skills.
• Ability to manage emergencies and guest satisfaction.

Responsibilities

• Oversee hotel operations during the Swing/PM shift.
• Supervise and train night Guest Services Agents.
• Manage guest transportation team and emergencies.

Skills

Hospitality

Integrity

Leadership

Teamwork

Ownership

Sense of urgency

Job description

The Embassy Suites Los Angeles International Airport South is currently hiring an experienced and energetic Guest Services Manager/Manager on Duty for the Swing/PM shift. This role is responsible for the overall operation of the entire hotel during the Swing/PM shift to ensure guest satisfaction and safety. It has the full hotel authority in the absence of the General Manager and makes decisions affecting guest satisfaction and safety. The manager directly supervises all Swing/PM shift team members.

What will I be doing?

As Guest Services Manager/Manager on Duty, you will oversee the hotel's operations during the Swing/PM shift to ensure guest satisfaction and safety. You will have full authority in the absence of the General Manager and will make decisions impacting guest experience and safety. Responsibilities include:

1. Holding full hotel authority in the absence of the General Manager during the shift, addressing guest and team member questions or issues, and ensuring total guest satisfaction and safety.
2. Touring the hotel interior and exterior to check quality, cleanliness, and lighting; reporting deficiencies and safety hazards; and following up on corrections.
3. Supervising and training night Guest Services Agents to ensure guest satisfaction and accurate reporting, along with overall supervision of all Swing/PM shift team members.
4. Discussing daily operations with Department Heads and the General Manager to maintain quality and continuity.
5. Managing emergencies during the shift.
6. Managing the guest transportation team, including shuttle drivers and bellpersons, ensuring compliance with Hilton and DMV requirements, maintaining schedules, and inspecting shuttle maintenance.
7. Covering overnight shifts when needed.

What are we looking for?

Hilton is a leading global hospitality company committed to exceptional guest experiences. We value attributes such as:

• Hospitality
• Integrity
• Leadership
• Teamwork
• Ownership
• Sense of urgency (