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Guest Services Manager- Hilton

3 months ago

Harrisburg, Pennsylvania, United States Hilton Harrisburg - Harrisburg, PA Full time
Job DescriptionJob DescriptionHotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Manager for the Hilton in Harrisburg, PA.

GENERAL PURPOSE
To maintain a high quality of services offered to guests through management of Front Services, including Bell, Door, and Valet team members as to maintain established operational standards of the hotel.

ESSENTIAL DUTIES AND 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 agents, Concierge, Bell Attendants, and Front Office Manager with the execution of their duties as needed
  • Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

SUPPORTIVE FUNCTIONS

  • Preforms Manager on Duty responsibilities as assigned
  • Assist other departments as directed

PHYSICAL REQUIREMENTS

Physical Activity Frequency
Sitting Rare
Walking Frequent
Climbing stairs Occasional
Crouching/Bending/Stooping Frequent
Reaching Frequent
Grasping Constant
Pushing/Pulling Occasional
Near Vision Constant
Far Vision Constant
Hearing Constant
Talking Constant
Smell Occasional
Taste Rare
Lifting/Carrying(# lbs) Frequent – up to 50 lbs.
Travel Rare

JOB QUALIFICATIONS

Knowledge, Skills and Abilities

  • 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 information using a moderately complex computer system

Education/Formal Training/Certifications

High school education or equivalent preferred.

Valid Driver's License required.

Experience

Guest relations/service experience required. Hospitality experience preferred.

Materials / Equipment Used

Operation of computer, telephone, two-way radio

Amazing Benefits At A Glance:

  • Team Driven and Values Based Culture
  • Medical/Dental/Vision
  • Vacation & Holiday Pay
  • Employee Assistance Program
  • Career Growth Opportunities/ Manager Training Program
  • Reduced Room Rates throughout the portfolio starting at $35 per night
  • 401(k)
  • Employee discount
  • Flexible schedule
  • Referral program