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Guest Service Manager-

4 months ago

Yorkville, Illinois, United States Hampton Inn Full time


The Guest Service Manager will manage operations in Housekeeping and Front Desk to ensure quality service and standards while delivering a guest experience that is unique. They will directly supervise the Executive Housekeeper and Guest Services team. Ensure compliance with all federal, state and local regulations concerning health, safety, or other requirements. This position reports directly to the General Manager and is part of the property's Senior Leadership.

DUTIES AND RESPONSIBILITIES
  • Oversees all aspects of the operation and service for the Rooms and Guest Services Departments.
  • Assure that effective orientation and training for new staff and develop activities for experienced staff.
  • Provide mentoring, coaching and regular feedback to help improve team member performance and morale.
  • Support of department managers to include but not limited to: greeting guests, covering shifts, providing direction and overseeing all aspects of customer service and property cleanliness.
  • Work closely with all departments of the hotel to ensure group, guest and employee satisfaction.
  • Addresses member and guest complaints and advise the General Manager about appropriate corrective actions taken.
  • Work to ensure guest billing is accurate and to understand job responsibilities and tasks included in the end of the month responsibilities
  • Work closely with Sales Department to manage occupancy, group room blocks and balancing room type availability
  • Participates in weekly Revenue Management Meetings.
  • Complete weekly room and public space inspections with the Executive Housekeeper
  • Monthly forecasting for each of the department's revenue outlets. Monitor budget and control expenses with a focus on room rate, guest service scores and labor cost.
  • Approves all product invoices before submitting to accounting department and maintains department expense budget.
  • Ensure Hilton Brand Standards are followed and maintained in each department
  • Participates in all Quality Inspections with Hilton.
  • Participates in Manager on Duty Program & responsible for monthly scheduling of managers.
  • Ensures that all legal requirements are consistently adhered to including wage & labor laws and federal, state & local laws pertaining to room safety & sanitation.


JOB REQUIREMENTS
  • Experience in hotel Housekeeping and Front Desk supervisory position is required.
  • Must be guest focused while being creative and able to problem solve during challenging times.
  • Must be able to multitask and make difficult decisions on the spur of the moment.
  • Experience with OnQ PMS or other computer systems is a must.
  • Guest relation skills are required.
  • Previous experience working with budgets and P&L is preferred
  • Must have valid driver's license and current insurance.
  • A minimum of an Associate's Degree in Hospitality is a plus
  • Must speak fluent English and bi-lingual in Spanish is a plus.
  • Must have reliable transportation.
BENEFITS
  • Hotel Room Discounts
  • Company Paid Employee Assistance Program
  • Perks through Benefit Hub