Dynamic Guest Service Professional

1 day ago


Grand Rapids, Michigan, United States Suburban Inns Full time

The Hilton Garden Inn is a fast-paced workplace with endless opportunities for growth and advancement in the hospitality industry. Our hotel prides itself on providing exceptional guest service and creating a welcoming atmosphere for all visitors.

As a Guest Service Manager, you will play a vital role in ensuring that our guests receive top-notch service, sales techniques, and experiences that exceed their expectations. Your responsibilities will include:

  • Providing strong sales techniques and excellent guest service according to Suburban Inns and brand standards
  • Managing staff schedules while staying within budget and company policies
  • Hiring, training, and evaluating Guest Service Representatives (GSRs)
  • Ensuring GSRs are selling the property according to Suburban Inns standards to maximize rate and occupancy
  • Reviewing guest surveys and performing service recoveries as needed
  • Monitoring inventory and addressing any issues
  • Performing property walk-arounds and addressing safety and security concerns
  • Assisting with prospecting new hotel business and communicating with the sales department
  • Maintaining inventory stock and working with the sales department to take deposits and process guest rooms and group blocks

We offer a competitive hourly wage of $22/hour, which may be based on experience. Additionally, we provide a comprehensive benefits package including:

  • Employee and friends & family hotel and restaurant discounts
  • Earned paid time off for all team members
  • Insurance for full-time team members, including health, vision, dental, and life insurance
  • Flexible schedules and holiday pay
  • Eight hours of paid volunteer time per year
  • Advancement and professional growth opportunities
  • A monetary recognition program
  • A monetary referral program
  • 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
  • An employee assistance program through Pine Rest, offering three free counseling visits, an online library, and access to legal, financial, and elder care consultations

To succeed in this role, you will need:

  • A high school diploma or equivalent related experience
  • One year of Guest Service Representative experience
  • CPR training and TIPS certification (may be completed upon hire)

We are a dynamic organization in a rapidly changing industry, and we require flexibility and adaptability from our team members. We are committed to providing a safe and inclusive work environment and look forward to receiving your application.


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