Guest Service Manager - Hilton Garden Inn Gr

The Hilton Garden Inn is a fast-paced, high-energy workplace, with endless opportunities for advancement. Come join the best team in the Hospitality Industry!Position Summary:Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns and brand standards, as well as going above and beyond to ensure that guests are 100% satisfied. Benefits Include:Hotel and restaurant discountsEarned Paid Time Off for ALL Team MembersInsurance (health, vision, dental, life) for full time Team MembersFlexible schedulesHoliday Pay8 hours of paid volunteer time per yearAdvancement and professional growth opportunitiesMonetary recognition programMonetary referral program100% paid maternity/paternity or adoption leave for those who qualify for FMLAEmployee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to legal, financial and elder care consultations)Essential Functions:Hold Team Members accountable to the standards of employment and job performance set by the Core Values of Suburban Inns and the brand. Discipline Team Members as needed, according to Suburban Inns’ policiesSchedule staff as needed based on hotel occupancies, while staying within the company budget. Monitor Team Member hours and ensure they are using company time wisely, and for company purposes onlyRotate Manager on Duty shifts over the weekends for the hotel when neededHire, train, and evaluate Guest Service Representatives (GSRs)Ensure all GSRs are selling the property according to the Suburban Inns standards to maximize rate and occupancyReview all guest surveys and follow up as needed to perform any service recovery and display the guest surveys once they are reviewed for employees to read and learn fromMonitor inventory on a daily basis and correct any out of balance issuesPerform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and General ManagerAssist with prospecting new hotel business and communicating information to sales departmentMaintain inventory stock in the shopWork with the sales department to take deposits, as well as guest rooms and group blocksProvide tours of tours of the property, being sure to highlight all of the amenitiesProvide excellent guest service and enforce the service philosophy among all team members:Supply information to guests regarding hotel policies, services, and amenitiesRespond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainmentHandle all guest concerns and be able to problem solve in a tactful, professional mannerReview all guest surveys and assist in responding to feedback and service recoveries. Ensure brand standards are exceeded and member enrollments are promotedExhibit regular and recurrent attendance recordsFollow all Suburban Inns ProcessesAssist other departments as neededOther duties as requested by managementPosition Requirements:Minimum Knowledge: Requires ability to interpret/extract information and/or perform arithmetic functions. May require typing, basic computer knowledge, record keeping, or word processing. Good communication skillsFormal Education and Job-Related Experience: This position requires a minimum formal education of a high school diploma or equivalent related experience. One year of Guest Service Representative experience requiredLicense, Training, and/or Certification Required: CPR Training and TIPs certified (may be completed upon hire)Work Schedule: Work regularly requires or varies between day, evening, night, holiday, and/or weekend assignments. Schedule varies according to business demands and needsUniform and Appearance Guidelines: Uniform: Uniform and name tag provided. Close-toed are the responsibility of the Team Member.Appearance: Hair must be kept well-groomed. All facial piercings and tattoos that are not covered by a work uniform must be approved by management. Any tattoo that is deemed offensive to co-workers, guests, vendors or others in the workplace based on racial, sexual, religious, ethnic, or other characteristics or attributes of a sensitive or legally protected nature are not permitted and must remain covered or concealed at all times. This policy will be administered by the position’s supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics. The Vice President of Operations has the authority to veto any decision made by the position’s supervisorWe are a dynamic organization in a rapidly changing industry. Accordingly, the responsibilities associated with this job will change from time to time in accordance with business needs. More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above. Powered by JazzHRCompensation details: 23 Hourly WagePI262a53236d9a-26276-41225142