Hotel Guest Service Manager

BMI Hospitality Management • Deerfield, IL

12d • Onsite

About The Position

The Embassy Suites by Hilton Chicago North Shore Deerfield is looking to hire a Guest Service Manager. This role involves managing front desk operations, staff scheduling, training, and ensuring adherence to hotel policies and procedures. The Guest Service Manager will also handle guest complaints, assist with sales and marketing, and perform other duties as assigned by the General Manager.

Requirements

• 2+ years of work experience in hotel front desk operations
• Previous customer service experience required

Nice To Haves

• Previous supervisory or management experience preferred

Responsibilities

• Schedules staff based on business demand and ensure all front desk shifts are covered
• Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures
• Provides training, including safety training, to front desk staff
• Selects or assists in the selection of front office staff and completes all new hire paperwork
• Reviews front office employee performance and conducts personnel actions such as disciplinary actions, including terminations
• Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and all other sensitive documents
• Conducts or assists in conducting staff meetings
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures
• Attends all operation meetings, Revenue calls, group resume and BEO meeting in a timely manner and ensure information is shared with team members
• Assists GM in performing daily and weekly property inspections ensuring property is maintained to standard and that all safety equipment and conditions are to code
• Takes on projects as assigned by GM and completes them by the due date
• Receives and resolves or assists in resolving guest complaints and employee concerns
• Performs functions of the General Manager in their absence
• Covers shifts on front desk, if needed, to maintain smooth operations
• Corresponds with group contacts and travel agents to answer special requests for rooms and rates
• Assists with sales and marketing efforts as directed
• Answers inquiries pertaining to hotel policies and services
• Assists General Manager in annual employee reviews; ensures employee wages follow wage and salary guidelines
• Supports General Manager in housekeeping department operations in the absence of a Housekeeping Manager

Benefits

• Medical
• dental
• vision offered after qualification period
• Competitive performance bonuses
• 401k with match offered after qualification period
• Employee discounts at Hilton Hotels worldwide
• Paid Leave
• Vacation time accrued based on hours worked
• 7 paid holidays each year

What This Job Offers

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