We have other current jobs related to this field that you can find below

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    3 months ago

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    1 month ago

    Stony Creek, United States Essex Hotel Management Full time

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Guest Services Manager

1 month ago

Battle Creek, United States DoubleTree by Hilton Battle Creek Full time
Job DescriptionJob Description

6PM Hospitality is seeking positive, forward-thinking individuals to join our team at the newly-renovated DoubleTree by Hilton in Battle Creek, MI. 6PM Hospitality consists of a team of hospitality experts who draw upon decades of experience to make everything from the front desk to the back office achieve a standard of excellence. We partner with property owners, brands, investors and financial institutions to transform short stays into unforgettable experiences, and turn investments into solid returns. Come be a part of our excellence driven team

Position Summary:

Responsible for ensuring the highest level of guest satisfaction by overseeing all aspects of the guest services department according to 6PM Hospitality Partners, LLC and Hilton standards. This role involves managing front desk operations, valet services, guest relations, and ensuring a seamless and memorable experience for all guests.

Guest Services

  • Oversee the day-to-day operations of the front desk, concierge, and guest relations teams.
  • Ensure all guest service areas are staffed appropriately and operating efficiently.
  • Address and resolve guest complaints and issues promptly and effectively.
  • Rotate Manager on Duty shifts, including weekends, for the hotel as business dictates

Team Leadership

  • Recruit, train, and mentor guest service staff.
  • Conduct regular performance reviews and provide ongoing feedback and coaching.
  • Foster a positive and collaborative team environment.
  • Ensure front desk, night audit, and valet shifts are always covered, including weekends, holidays, call-ins, vacations, etc. making it fair for all Team Members and ensuring all job duties are covered
  • Ensure all GSRs are selling the property according to the 6PM Hospitality sales standards
  • Prospect new hotel and event business
  • Collect Front Desk Prospecting with weekly guest names and send stay emails to prospective new corporate accounts/ leads to give to the Sales Department.
  • Ensure Guest Service department is meeting Hilton Honors enrollment monthly and annual targets

Guest Experience

  • Develop and implement strategies to enhance the guest experience.
  • Monitor guest feedback and reviews to identify areas for improvement.
  • Ensure the delivery of exceptional and personalized service to all guests.
  • Review and respond to all guest surveys via Hilton Stay Experience Platform and follow up as needed to perform any service recovery

Operational Excellence

  • Maintain high standards of cleanliness, safety, and appearance in all guest service areas.
  • Ensure compliance with hotel policies and procedures.
  • Collaborate with other departments to ensure smooth and efficient operations.
  • Monitor inventory in OnQ on a daily basis and correct any out of balance issues
    • Follow up on any maintenance or housekeeping requests causing out of order rooms

Financial Management

  • Monitor expenses and implement cost-saving measures without compromising service quality.
  • Track and report on key performance indicators (KPIs) related to guest services.

Communication and Coordination

  • Serve as a liaison between guests and hotel management.
  • Communicate effectively with other department heads to ensure a cohesive guest experience.
  • Keep the general manager informed of any significant issues or trends.

Administrative

  • Assist other departments as needed
  • Follow all 6PM Hospitality Processes
  • Handle emergency situations involving guests or staff, ensuring guest safety and satisfaction.
  • Approve bi-weekly payroll for the front office and valet department
  • Exhibit regular and recurrent attendance records
  • Other duties as requested by management

Position Requirements:

Minimum Knowledge:

  • Requires ability to interpret / extract information and / or perform arithmetic functions
  • Requires typing, basic computer knowledge, record keeping, or word processing.
  • Good communication skills

Formal Education and Job-Related Experience:

  • This position requires a minimum formal education of a high school diploma or equivalent related experience. Three years of Front Office Supervisor experience required.

License, Training, and/or Certification Required:

  • CPR
  • TIPS certification
  • Valid Drivers License
  • Excellent driving record required

Employee Benefits

  • Paid time off for all full-time and part-time team members
  • 8 hours of paid volunteer paid for all team members
  • Holiday pay
  • Travel discounts for employees, friends, & family
  • Restaurant discounts
  • Referral Program
  • Health, vision, and dental insurance available for all full-time team members
  • Employee recognition perks and benefits
  • Advancement opportunities
  • Paid maternity/paternity leave or adoption leave for qualifying FMLA

Apply today to become part of an authentic, excellence-driven team