Customer Experience Manager

5 days ago


Grand Rapids, Michigan, United States Suburban Inns Full time

The Hilton Garden Inn is a dynamic and fast-paced workplace, offering endless opportunities for advancement in the hospitality industry. We are seeking an exceptional Customer Experience Manager to join our team.

About the Role:

  • We offer a competitive hourly wage of $22, based on experience.
  • A flexible schedule between 1st and 2nd shift, with some 3rd shifts available.

Key Responsibilities:

  1. Provide exceptional customer service and sales techniques, adhering to Suburban Inns and brand standards.
  2. Hire, train, and evaluate Guest Service Representatives (GSRs) to ensure they meet or exceed brand standards.
  3. Rotate Manager on Duty shifts over weekends as needed.
  4. Schedule staff according to hotel occupancies while staying within budget constraints.
  5. Maintain inventory levels and correct any discrepancies.
  6. Perform property walk-arounds, addressing issues and ensuring safety and security.
  7. Collaborate with the sales department to secure new business and communicate information.
  8. Assist with prospecting new hotel business.
  9. Work with the sales department to take deposits and manage guest rooms and group blocks.
  10. Lead by example, providing excellent customer service and enforcing the service philosophy among team members.
  11. Exhibit regular attendance records and follow all Suburban Inns processes.

Requirements:

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

Benefits:

  • Earned Paid Time Off for ALL Team Members.
  • Insurance (health, vision, dental, life) for full-time Team Members.
  • Flexible schedules.
  • Holiday Pay.
  • 8 hours of paid volunteer time per year.
  • Advancement and professional growth opportunities.
  • Monetary recognition program.
  • Monetary referral program.
  • 100% paid maternity/paternity or adoption leave for those who qualify for FMLA.
  • Employee Assistance Program (EAP) through Pine Rest.

About Us:

We are a dynamic organization in a rapidly changing industry. As a Customer Experience Manager at Suburban Inns, you will play a crucial role in delivering exceptional customer experiences and driving business success. If you are a motivated and results-driven individual with a passion for customer service, we encourage you to apply.



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