Guest Service Manager

5 days ago

Billings Metropolitan Area, United States DoubleTree Billings Full time
Job DescriptionJob Description


Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Service Manager for the DoubleTree by Hilton in Billings, Montana.

Job Purpose:

Supervise the nightly operations to ensure compliance with standards and regulations, customer satisfaction and protection of the guests, staff and assets. Continuously improve the hotel's ability to anticipate our guests' needs, to quickly and efficiently investigate the root causes of problems and to provide immediate and permanent resolution in order to enhance our guests' satisfaction prior to departure. Position is responsible for supervising nightly operations. May recommend and implement procedural, safety changes. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

  • Supervise the operations of the hotel to ensure compliance with SOPs, safety regulations and an optimal level of service and hospitality are provided to the guests
  • Hire, train, direct the work of, resolve issues/problems and coach and counsel the Loss Prevention employees to ensure a quality operation.
  • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
  • Maintain preparedness and implement emergency procedures when appropriate to protect the hotel guests, staff and assets.
  • Implement customer satisfaction program, tracking system and follow-up solutions, report results to Executive Committee.
  • Issue appropriate correspondence to dissatisfied customer's on behalf of the hotel to achieve satisfaction and customer loyalty.
  • Prepare reports and communications to the Rooms Director and Hotel Executive Committee on guest incidents/problems, staffing issues/problems, potential safety hazards and other pertinent information regarding night operations.
  • Handle all customer inquiries regarding hotel events, outlets, directions, local attractions, transportation, etc.

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:

  • Requires thorough knowledge of the hotel services and guest relations profession.
  • Requires knowledge of hotel policies and procedures and the ability to determine course of action based on these guidelines.
  • Supervision/management skills.
  • Oral and written English communication skills; second language is desirable.
  • Moderate hearing required for constant guest and associate communication during shift.
  • Excellent vision required for computer work, analyze report data, read customer responses, tour property for attention to detail, etc.
  • Excellent speech communication skills required to communicate with guests in directions, problems, train staff, staff presentations, telephone communications.
  • Excellent comprehension and literacy required to analyze report data, prepare reports, respond in writing to guests, prepare training programs

Other:

  • Being passionate about people and service.
  • Strong communication skills are essential when interacting with guests and employees.
  • Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
  • Basic math skills are used frequently when handling cash or credit.
  • Problem-solving, reasoning, motivating, and training abilities are often used.
  • Have the ability to work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance:

  • Team Driven and Values Based Culture
  • Medical/Dental/Vision
  • Vacation & Holiday Pay
  • Same-day pay available
  • Employee Assistance Program
  • Career Growth Opportunities/ Manager Training Program
  • Reduced Room Rates throughout the portfolio
  • Third Party Perks (Movie Tickets, Attractions, Other)
  • 401(k)
  • Employee assistance program
  • Employee discount
  • Flexible schedule
  • Flexible spending account
  • Life insurance
  • Parental leave
  • Referral program


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