Guest Services Manager - Hilton - Harrisburg, PA

Guest Services Manager

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Manager for the Hilton Harrisburg in Harrisburg, PA.

Position Summary:

To maintain a high quality of services offered to guests through management of front services, including bell, door, and valet team members as to maintain established operational standards of the hotel.

Essential Job Duties and Responsibilities:

The position requires performing the following essential job functions, with or without reasonable accommodation.

• Assists in the execution of reservation responsibilities including but not limited to making/updating/cancelling reservations, returning phone calls/email, and entering/updating group rooming lists and blocks.
• Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems.
• Assists front desk agent, concierge, bell attendants, and front office manager with the execution of their duties as needed.
• Due to the nature of the hospitality industry, employees are required to work varying schedules to reflect the business needs of the hotel.
• Serve as manager on duty.
• Monitor department supplies.
• Monitor hotel emails.

Other duties:

• Assist other departments as directed

Required Knowledge / Skills / Abilities:

• Must have ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Basic mathematical skills necessary to operate a cash register, make change, count total bank, prepare cash drops, and total all other charges.
• Ability to read, speak and understand the English language in order to communicate with guests.
• Ability to access and accurately input information using a moderately complex computer system.

Desired Software Proficiencies: Knowledge of Microsoft Office Products.

Supervisory Responsibilities:

• Assist in the supervision of front office, night audit and bell stand staff.

Education / Experience:

• High school diploma or equivalent preferred.
• Guest relations/service experience required. Hospitality experience preferred.
• Valid driver's license required.

Physical Requirements

The individual holding this position must be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities:

Frequency Key: Never 0 hours; Rare up to 1 hour; Occasional 1-3 hours; Frequent 3-6 hours; Constant 6-8 hours

Physical activity frequency sitting rare walking frequent climbing stairs occasional crouching/bending/stooping frequent reaching frequent grasping constant pushing/pulling occasional near vision constant far vision constant hearing constant talking constant smell occasional taste rare lifting/carrying (# lbs) frequent up to 50 lbs. Travel rare

Materials / Equipment Used:

• Operation of computer, telephone, two-way radio

Salary range: $42,000.00 - $48,000.00

Amazing Benefits At A Glance:

• Team driven and values based culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Employee Assistance Program
• Career growth opportunities/Manager Training Program
• Reduced room rates throughout the portfolio
• 401(k) with company match
• Employee discount
• Referral program