Guest Service Manager - Hilton Garden Inn GR

Suburban Inns•Grand Rapids, MI

7d•Onsite

About The Position

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! 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.

Requirements

Requires ability to interpret/extract information and/or perform arithmetic functions. May require typing, basic computer knowledge, record keeping, or word processing. Good communication skills
This position requires a minimum formal education of a high school diploma or equivalent related experience.
One year of Guest Service Representative experience required
CPR Training and TIPs certified (may be completed upon hire)

Responsibilities

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’ policies
Schedule 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 only
Rotate Manager on Duty shifts over the weekends for the hotel when needed
Hire, train, and evaluate Guest Service Representatives (GSRs)
Ensure all GSRs are selling the property according to the Suburban Inns standards to maximize rate and occupancy
Review 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 from
Monitor inventory on a daily basis and correct any out of balance issues
Perform 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 Manager
Assist with prospecting new hotel business and communicating information to sales department
Maintain inventory stock in the shop
Work with the sales department to take deposits, as well as guest rooms and group blocks
Provide tours of tours of the property, being sure to highlight all of the amenities
Provide excellent guest service and enforce the service philosophy among all team members:
Supply information to guests regarding hotel policies, services, and amenities
Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment
Handle all guest concerns and be able to problem solve in a tactful, professional manner
Review all guest surveys and assist in responding to feedback and service recoveries.
Ensure brand standards are exceeded and member enrollments are promoted
Exhibit regular and recurrent attendance records
Follow all Suburban Inns Processes
Assist other departments as needed
Other duties as requested by management

Benefits

Hotel and restaurant discounts
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 (3 free counseling visits, online library, and access to legal, financial and elder care consultations)