Guest Services Manager

2 weeks ago

Richmond Heights, Virginia, United States Embassy Suites Full time
Embassy Suites by Hilton Richmond is on the lookout for a Guest Services Manager who embodies the spirit of hospitality.

Are you an individual who thrives in a collaborative environment, takes pride in your responsibilities, and is dedicated to providing guests with exceptional service? If this resonates with you, Embassy Suites welcomes you to consider joining our esteemed team. We are in search of candidates with diverse knowledge, skills, and experiences to enhance our ongoing success.

The Embassy Suites by Hilton Richmond is proudly managed by Shamin Hotels, the largest hotel management company in Central Virginia. Our portfolio includes hotels under various prestigious brands and has expanded significantly over the last decade. We offer a competitive compensation package that includes medical, vision, dental, life insurance, short- and long-term disability, and a 401k plan. Additionally, we provide paid time off, hotel discounts, and a vibrant workplace culture. We are committed to excellence and outstanding guest service while ensuring a fun and engaging work environment.

Key Responsibilities:
  • Oversee and guide Front Desk personnel during evening and midday shifts.
  • Lead by example by welcoming guests, facilitating the check-in process, addressing inquiries, and acting as a regional ambassador.
  • Serve as the Manager on Duty, representing management and collaborating with guests, team members, vendors, and others to resolve issues.
  • Uphold Embassy Suites by Hilton and Shamin brand standards for guest service and operational excellence.
  • Contribute to the hotel's profitability and enhance guest satisfaction.
  • Achieve business and guest service goals through employee development, job optimization, and maintaining a quality image.
  • Ensure adherence to established company policies and procedures.
  • Manage the reservation process to optimize room occupancy and average daily rates through effective suggestive selling techniques.
  • Implement procedures for financial transaction security and guest safety.
  • Address guest complaints and ensure appropriate corrective measures are taken.
  • Ensure staff utilizes proper guest interaction techniques.
  • Recognize and reward employees who meet or exceed guest expectations.
  • Participate in and/or lead departmental meetings.
  • Complete necessary training and oversee the training of guest service staff.
Qualifications:
  • Proven experience in guest service and supervisory roles.
  • Experience with Hilton Hotels and familiarity with Hilton OnQ is highly desirable.
  • A high school diploma is required; a college degree in communications, management, marketing, or travel and tourism is preferred.
  • Excellent written and verbal communication skills in English are required; proficiency in a second language is advantageous.
  • Flexibility to work various shifts, including weekends and holidays.
  • Demonstrated leadership qualities with the ability to train, motivate, and evaluate team members.
  • Strong problem-solving skills with a diplomatic approach and professional demeanor.
  • Exceptional organizational skills and attention to detail.
  • Able to manage multiple tasks effectively.
  • Proficient in Microsoft Office and various productivity software.
  • Ability to perform well under pressure and collaborate as a team player.
  • Competent cash handling skills and financial knowledge.
We are proud to be an equal opportunity employer and maintain a drug-free workplace. Background and reference checks are conducted on potential employees. We appreciate all applicants for their interest, but only those selected for an interview will be contacted.

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