Hotel Guest Service Manager

BMI Hospitality Management • Brier, WA

2d

About The Position

The Guest Service Manager oversees front desk operations at the Embassy Suites by Hilton Seattle North Lynnwood. The role includes scheduling and supervising front office staff, training employees, maintaining operational and financial records, supporting hiring and performance management, and ensuring compliance with hotel procedures and safety standards. The manager responds to guest and employee concerns, assists with meetings and property inspections, supports sales and marketing efforts, and performs General Manager duties when the General Manager is absent. The position may also cover front desk shifts and support housekeeping operations when a Housekeeping Manager is absent.

Requirements

• At least 2 years of work experience in hotel front desk operations.
• Previous customer service experience.

Nice To Haves

• Previous supervisory or management experience.

Responsibilities

• Schedule staff according to business demand and ensure all front desk shifts are covered.
• Assign duties to front office staff and observe performance to ensure adherence to hotel policies and operating procedures.
• Provide training, including safety training, to front desk staff.
• Select or assist in selecting front office staff and complete new-hire paperwork.
• Review front office employee performance and conduct personnel actions, including discipline and terminations.
• Maintain accurate records, including cash flow sheets, direct-bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and other sensitive documents.
• Conduct or assist with staff meetings.
• Follow franchise and company procedures, regulations, and standard operating procedures.
• Attend operations meetings, revenue calls, group resume meetings, and BEO meetings, and share relevant information with team members.
• Assist the General Manager with daily and weekly property inspections to ensure the property meets standards and safety equipment and conditions are code-compliant.
• Complete projects assigned by the General Manager by their due dates.
• Receive and resolve, or assist in resolving, guest complaints and employee concerns.
• Perform General Manager functions in the General Manager's absence.
• Cover front desk shifts as needed to maintain smooth operations.
• Correspond with group contacts and travel agents about special room and rate requests.
• Assist with sales and marketing efforts as directed.
• Answer inquiries about hotel policies and services.
• Assist the General Manager with annual employee reviews and ensure wages follow wage and salary guidelines.
• Support housekeeping department operations when a Housekeeping Manager is absent.

Benefits

• Medical, dental, and vision coverage after the qualification period.
• Performance bonuses with potential for up to $1,000 monthly.
• 401(k) with employer match after the 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed