Hotel Guest Service Manager

Job Description

Job Description

Do you want to work for a great company with competitive benefits and pay? The Embassy Suites by Hilton Chicago North Shore Deerfield 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
• 401k with match offered after qualification period
• Employee discounts at Hilton Hotels worldwide
• Paid Leave
• Vacation time accrued based on hours worked
• 7 paid holidays each year

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