Guest Services Manager

Job Description

Our client is looking for Guest Services Manager

Knowledge Requirements:

BA degree strongly preferred; at least two years hotel front desk supervisory experience required

Must have strong customer service orientation

Must have strong team orientation

Qualifications

Candidate must have past Hilton hotel experience and demonstrate a strong understanding of Hilton’s brand standards and loyalty programs, particularly Hilton Honors.

ESSENTIAL FUNCTIONS

Take every opportunity to amaze the guests

Participate in the Manager on Duty program

Ensure that the Front Office Team understand and exceed guests’ expectation

Empower associates to satisfy guests and to make decisions

Ensure that Front Desk associates actively solicit feedback from guests

Ensure that Front Desk associates handle special requests properly

Ensure that Front Desk associates promptly respond to and resolve guest complaints

Ensure that Front Desk associates smile, have eye contact, and greet guests immediately

Ensure that Front Desk Associates maintain a well-groomed, professional appearance at all times, including uniform and nametag

Ensure that the following Front Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment