Hotel Guest Service Manager

BMI Hospitality Management • Lynnwood, WA

20h

About The Position

The Guest Service Manager at the Embassy Suites by Hilton Seattle North Lynnwood oversees front desk operations and supports the General Manager in maintaining smooth hotel operations. The role includes scheduling and supervising front office staff, training and personnel administration, maintaining sensitive operational records, addressing guest and employee concerns, and ensuring compliance with hotel procedures and safety standards. The manager may cover front desk shifts, perform General Manager duties in their absence, assist with sales and marketing, 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 monitor performance for 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 termination.
• Maintain accurate records, including cash flow sheets, direct bill accounts, credit card receipts, registration and reservation 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, ensuring the property is maintained to standard and safety equipment and conditions meet code.
• 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 when 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 in the absence of a Housekeeping Manager.

Benefits

• Medical insurance after the qualification period.
• Dental insurance after the qualification period.
• Vision insurance after the qualification period.
• Competitive performance bonuses, with potential for up to $1,000 monthly.
• 401(k) with matching 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