What are the responsibilities and job description for the Guest Experience Manager, Manager On Duty - Embassy Suites by Hilton Miami Airport position at Hilton?
Embassy Suites by Hilton Miami International Airport is searching for a talented Manager on Duty to join their Front Office team! This position will report to the Night Manager and will oversee 5 team members per shift which includes front desk, bell and airport drivers.
The ideal candidate will have a minimum of 1-2 years' experience as a Front Office Manager in a hotel. Open flexibility and willing to work nights and overnights is required. Previous hotel experience is required. Hilton and OnQ are highly preferred but not mandatory. Bi-lingual is highly preferred
Shift Pattern: Open availability for all shifts including overnights and Weekend/holiday availability is required.
The Benefits:*
We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:*
- Access to your pay when you need it through DailyPay
- Medical Insurance for you and your family
- Mental Health Resources
- Best-in-Class Paid Time Off (PTO)
- Go Hilton travel discount program
- Supportive parental leave
- Matching 401(k)
- Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
- Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
- Career growth and development
- Team Member Resource Groups
- Recognition and rewards programs
*Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.
What will I be doing?
- Oversee all hotel operations to include, but not limited to, guest service and registration (check-in/check-out), staffing, room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, systems use and management, department management and policy and procedure implementation and enforcement
- Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolve guest concerns
- Communicate with and ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
- Assist in operational areas as needed (i.e. serve as bellperson, cover breaks, etc.)
- Patrol the hotel and the property to observe service and quality levels and safety and security status to address any issues or concerns
- Monitor and assess service and satisfaction trends (SALT, Revinate, etc.), evaluate and address issues and make improvements accordingly
- Complete and review reports
- Ensure compliance with Company standards
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
- Hospitality - We're passionate about delivering exceptional guest experiences.
- Integrity - We do the right thing, all the time.
- Leadership - We're leaders in our industry and in our communities.
- Teamwork - We're team players in everything we do.
- Ownership - We're the owners of our actions and decisions.
- Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
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