Guest Services Manager, Home2 Suites by Hilton, Kalispell, MT

Hotel Equities•Kalispell, MT

7h•$55,000 - $60,000•Onsite

About The Position

Hotel Equities is seeking a Guest Service Manager for the Home2 Suites by Hilton Kalispell, Kalispell, Montana. This is an exempt position with a salary range of $55,000-$60,000 annually, plus excellent benefits and bonus potential. The role is responsible for ensuring an exceptional guest experience by overseeing front desk operations, complimentary breakfast, guest services, and related hotel services. This role leads and motivates the guest services teams, resolves guest concerns promptly, and ensures the hotel maintains the highest standards of service and hospitality. The ideal candidate will have a minimum of three years of previous experience working as a Supervisor in either hotel front office or hotel guest services. Previous focused service and/or "big box" hotel experience would be considered an asset. Candidates should be available to work AM and PM shifts, any day of the week, including weekends and holidays as needed.

Requirements

A minimum of two (2) years in hotel operations and management.
Solid background in customer service and hospitality industry.
Strong understanding of teamwork.
Excellent interpersonal, communication, and problem-solving abilities.
Ability to work in a fast-paced environment and handle guest complaints with tact and professionalism.
Experience with hotel property management systems.
Strong management and leadership skills.
Operates with a sense of urgency and discipline.
Requires advanced knowledge of the hospitality and business management fields.
Requires considerable working knowledge of other major areas and the skill to integrate and communicate that information.
Requires studying, analyzing and interpreting complex activities or information in order to improve known practices or develop new approaches.
Ability to make decisions with only general policies and procedures for guidance and keeping the General Manager informed of general direction.
Requires highly developed communication skills in leading Ambassadors and guest satisfaction.
Must have excellent speech and written skills in order to communicate with managers, guests and Ambassadors.
Must have excellent literacy skills necessary for reports, policies and procedures.
Must have vision ability in order to visually inspect hotel.
Must have mobility to walk through the front and the back of the hotel.
Being passionate about people and service.
Strong communication skills are essential when interacting with guests and employees.
Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
Basic math skills are used frequently when handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities are often used.
Have the ability to work a flexible schedule including nights, weekends and/or holidays.

Nice To Haves

Minimum three years previous experience working as a Supervisor in either hotel front office or hotel guest services.
Previous focused service and/or "big box" hotel experience.

Responsibilities

Supervises Front Desk and Breakfast staff to ensure customer satisfaction and room/hotel revenue goals through proficient guest check-in, check-out and the coordination of complimentary Hotel Breakfast services.
Increases the level of guest satisfaction by delivery of improved products and services through team member development, coaching and counseling, and supervision.
Assists management in managing resources to achieve acceptable levels on labor standards.
Review VIP reservations, amenity orders, and resumes for incoming Corporate and Local Business Travelers, Groups, and in-house guests.
Control rooms inventory (balance the house) to ensure suites and special blocks are handled correctly, and communicate with other departments to ensure proper handling of guests and groups.
Organize and compute daily/weekly schedules, and other reports. Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures.
Executes and oversee prompt, courteous and accurate guest check-in and checkout, at least two shifts per week. Address questions or problems pertaining to Hotel rooms and rates.
Answer telephones and respond to requests are routine functions of the Front Desk and Breakfast positions.
Handle cash, make change and balance front desk bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Count cash and other methods of payment at the end of the shift to verify and balance the bank.
Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. i.e. flash report, allowance etc.
Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
Maintain required parts of all front office and stationary supplies.
Review daily front office work and activity reports generated by Night Audit.
Review Front office log book/shift reports and Guest feedback/incident forms daily (as applicable).
Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
Maintains room security by providing effective key control and participates in customer room security.
Ensures that internal and external mail and messages are delivered promptly.
Promotes participation in frequent guest program (Hilton Honors), and guest satisfaction surveys.
Handle any guest requests, compliments or complaints and acts as deemed necessary.
Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. Field guest complaints, conduct on through research to develop the most effective solutions and negotiate results. Plan and implement detailed steps by using experienced judgment and discretion.
Interview, vet, hire, train, develop, coach, counsel, course correct and reward team members.
Maintain and/or delegates, and oversees weekly/monthly Market and Breakfast inventory. Control ordering, and waste costs not to exceed budget.
Maintain Front Desk and Breakfast compliance in brand loyalty programs and Guest Satisfaction Scores programs.
Manage operations in compliance with local, state and federal laws and regulations.
Keeps management promptly and fully informed of all problems or matters of significance.
Maintains safe working conditions within department and Hotel.