Hotel Guest Service Manager

BMI Hospitality Management; Lynnwood (WA); Sur place; USD 60 000 - 75 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision

Performance bonus up to $1000/month

401k with match

Employee discounts at Hilton hotels

Washington State Paid Sick Leave

Vacation time accrued

10 paid holidays

Free parking

Résumé du poste

Embassy Suites by Hilton Seattle North Lynnwood is hiring a Guest Service Manager to lead front desk operations and ensure excellent guest service. The role involves supervising front desk staff, handling training, and maintaining records and adherence to hotel policies.

Qualifications include 2+ years in hotel front desk operations, strong customer service, and prior supervisory experience. This on-site position offers competitive benefits and schedule flexibility to support hotel needs.

Qualifications

• 2+ years of work experience in hotel front desk operations.
• Customer service experience required.
• Previous supervisory or management experience preferred.

Responsabilités

• Schedules staff based on business demand and ensures front desk shifts are covered.
• Assigns duties to front office staff and enforces policies and procedures.
• Provides training, including safety training, to front desk staff.
• Recruits or assists in selecting front office staff and handles new hire paperwork.
• Maintains records including cash flow, direct bills, and reservation docs.
• Responds to guest complaints and resolves employee concerns.
• Acts as General Manager in their absence and supports daily property operations.

Connaissances

Front desk operations

Customer service

Supervisory experience

Description du poste

Do you want to work for a great company with competitive benefits and pay? The Embassy Suites by Hilton Seattle North Lynnwood is looking to hire a Guest Service Manager. If you think you'd be a great addition to our team.

Benefits:

• Medical, dental, and vision offered after qualification period
• Competitive performance bonuses – potential for up to $1000monthly
• 401k with match offered after qualification period
• Employee discounts at Hilton Hotels worldwide
• Washington State Paid Sick Leave
• Vacation time accrued based on hours worked
• 10 paid holidays each year
• Free parking

Essential Job Functions:

• Schedules staff based on business demand and ensure all front desk shifts are covered
• Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures
• Provides training, including safety training, to front desk staff
• Selects or assists in the selection of front office staff and completes all new hire paperwork
• Reviews front office employee performance and conducts personnel actions such as disciplinary actions, including terminations
• Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and all other sensitive documents
• Conducts or assists in conducting staff meetings
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures
• Attends all operation meetings, Revenue calls, group resume and BEO meeting in a timely manner and ensure information is shared with team members
• Assists GM in performing daily and weekly property inspections ensuring property is maintained to standard and that all safety equipment and conditions are to code
• Takes on projects as assigned by GM and completes them by the due date
• Receives and resolves or assists in resolving guest complaints and employee concerns
• Performs functions of the General Manager in their absence
• Covers shifts on front desk, if needed, to maintain smooth operations
• Corresponds with group contacts and travel agents to answer special requests for rooms and rates
• Assists with sales and marketing efforts as directed
• Answers inquiries pertaining to hotel policies and services
• Assists General Manager in annual employee reviews; ensures employee wages follow wage and salary guidelines
• Supports General Manager in housekeeping department operations in the absence of a Housekeeping Manager

Required Education / Certifications / Work/Industry Experience:

• 2+ years of work experience in hotel front desk operations
• Previous customer service experience required
• Previous supervisory or management experience preferred