Hotel Guest Service Manager

6 days ago

Lynnwood, WA, United States BMI Hospitality Management Full time

Do you want to work for a great company with competitive benefits and pay? The Embassy Suites by Hilton Seattle North Lynnwood is looking to hire a Guest Service Manager. If you think you'd be a great addition to our team, please apply

Benefits:

  • Medical, dental, and vision offered after qualification period
  • Competitive performance bonuses - potential for up to $1000 monthly
  • 401k with match offered after qualification period
  • Employee discounts at Hilton Hotels worldwide
  • Washington State Paid Sick Leave
  • Vacation time accrued based on hours worked
  • 10 paid holidays each year
  • Free parking

Essential Job Functions:

  • Schedules staff based on business demand and ensure all front desk shifts are covered
  • Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures
  • Provides training, including safety training, to front desk staff
  • Selects or assists in the selection of front office staff and completes all new hire paperwork
  • Reviews front office employee performance and conducts personnel actions such as disciplinary actions, including terminations
  • Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and all other sensitive documents
  • Conducts or assists in conducting staff meetings
  • Adheres to all franchise and company procedures and regulations as well as standard operating procedures
  • Attends all operation meetings, Revenue calls, group resume and BEO meeting in a timely manner and ensure information is shared with team members
  • Assists GM in performing daily and weekly property inspections ensuring property is maintained to standard and that all safety equipment and conditions are to code
  • Takes on projects as assigned by GM and completes them by the due date
  • Receives and resolves or assists in resolving guest complaints and employee concerns
  • Performs functions of the General Manager in their absence
  • Covers shifts on front desk, if needed, to maintain smooth operations
  • Corresponds with group contacts and travel agents to answer special requests for rooms and rates
  • Assists with sales and marketing efforts as directed
  • Answers inquiries pertaining to hotel policies and services
  • Assists General Manager in annual employee reviews; ensures employee wages follow wage and salary guidelines
  • Supports General Manager in housekeeping department operations in the absence of a Housekeeping Manager

Required Education / Certifications / Work/Industry Experience:

  • 2+ years of work experience in hotel front desk operations
  • Previous customer service experience required
  • Previous supervisory or management experience preferred
  • Previous experience with Hilton Hotels and PEP preferred

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