Guest Services Operations Manager

2 weeks ago


San Diego, California, United States Hilton Hotels & Resorts Full time

A Guest Services Operations Manager plays a pivotal role in overseeing and managing the Front Office functions of a hotel, ensuring exceptional guest experiences and financial success.

Key Responsibilities:

As a Guest Services Operations Manager, your primary duties will include directing and managing Front Office operations to uphold the highest standards of guest service and profitability. Your responsibilities will encompass the following:

  • Oversee all Front Office functions, including guest registration (check-in/check-out), room inventory management, guest service standards, product quality, cost control, and overall profitability.
  • Evaluate and enhance team member performance through supervision, scheduling, performance evaluations, and recognition initiatives.
  • Assess service trends and guest satisfaction levels, addressing any issues and implementing improvements as necessary.
  • Ensure adherence to company policies and standards.
  • Welcome guests and address inquiries, requests, and concerns promptly and courteously.
  • Implement up-selling strategies to promote hotel services and maximize revenue.
  • Ensure team members are well-informed about hotel offerings, local attractions, and events.
  • Conduct necessary audit procedures.
  • Recruit, interview, and train new team members.
Desired Attributes:

Since its inception, Hilton has been at the forefront of the hospitality sector. Our success is attributed to our Team Members who embody our Vision, Mission, and Values. We seek individuals who demonstrate the following core values:
  • Hospitality - A commitment to delivering outstanding guest experiences.
  • Integrity - Upholding ethical standards in all actions.
  • Leadership - Taking initiative within the industry and community.
  • Teamwork - Collaborating effectively with colleagues.
  • Ownership - Taking responsibility for decisions and actions.
  • Urgency - Acting with promptness and discipline.
Additionally, we value the following key characteristics:
  • Quality
  • Productivity
  • Dependability
  • Customer Focus
  • Adaptability
Working at Hilton:

Hilton is a premier global hospitality brand, offering a diverse range of accommodations from luxurious hotels to extended-stay suites. For nearly a century, we have provided exceptional service, amenities, and value to both business and leisure travelers. Our mission is to spread the warmth of hospitality worldwide, and our dedicated Team Members are essential to achieving this vision.

Salary Range: $68K - $75K

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