What are the responsibilities and job description for the Hotel Guest Service Manager position at BMI Hospitality Management?
Do you want to work for a great company with competitive benefits and pay? The Embassy Suites by Hilton Seattle North Lynnwood is looking to hire a Guest Service Manager. If you think you'd be a great addition to our team, please apply!
Benefits:
- Medical, dental, and vision offered after qualification period
- Competitive performance bonuses - potential for up to $1000 monthly
- 401k with match offered after 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
Essential Job Functions:
- 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
Required Education / Certifications / Work/Industry Experience:
- 2 years of work experience in hotel front desk operations
- Previous customer service experience required
- Previous supervisory or management experience preferred
- Previous experience with Hilton Hotels and PEP preferred