Guest Service Manager - Hilton Garden Inn GR

About the Role

Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns and brand standards, while going above and beyond to ensure guest satisfaction.

Responsibilities

• Hold Team Members accountable to employment and job performance standards set by Suburban Inns and the brand.
• Discipline Team Members as needed, according to Suburban Inns’ policies.
• Schedule staff based on hotel occupancies while staying within the company budget.
• Monitor Team Member hours to ensure efficient use of company time.
• Rotate Manager on Duty shifts over weekends as needed.
• Hire, train, and evaluate Guest Service Representatives (GSRs).
• Ensure all GSRs sell the property according to Suburban Inns standards to maximize rate and occupancy.
• Review guest surveys, follow up on feedback, and perform service recovery.
• Monitor inventory daily and correct any out-of-balance issues.
• Perform property walk-arounds to address issues, ensure cleanliness, and monitor safety and security.
• Assist with prospecting new hotel business and communicate with the sales department.
• Maintain inventory stock in the shop.
• Work with the sales department to handle deposits, guest rooms, and group blocks.
• Provide property tours, highlighting all amenities.
• Deliver excellent guest service and enforce the service philosophy among all team members, including:
  • Supplying information to guests about hotel policies, services, and amenities.
  • Responding to guest requests for assistance and local information.
  • Handling guest concerns and problem-solving in a professional manner.
  • Reviewing guest surveys and assisting in service recoveries while promoting brand standards.
• Exhibit regular and recurrent attendance.
• Follow all Suburban Inns processes.
• Assist other departments as needed.
• Perform other duties as requested by management.

Requirements

• Ability to interpret information, perform arithmetic functions, and use basic computer knowledge.
• Good communication skills.
• High school diploma or equivalent required.
• One year of Guest Service Representative experience required.
• CPR Training and TIPs certification (may be completed upon hire).

Schedule

Work regularly requires or varies between day, evening, night, holiday, and/or weekend assignments. Schedule varies according to business demands and needs.

Uniform and Appearance Guidelines

• Uniform and name tag provided; close-toed shoes are the responsibility of the Team Member.
• Hair must be kept well-groomed.
• Facial piercings and tattoos not covered by the uniform must be approved by management.
• Offensive tattoos must remain covered or concealed at all times.

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 and referral programs.
• 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).