Job description

Guest Service Manager Job Description

· Support the General Manager by aligning the Guest Services department with the Hampton Inn mission and core values to ensure complete guest satisfaction.

WORKING CONDITIONS/SPECIAL REQUIREMENTS
Standing, walking for long periods of time while maintaining a friendly professional image. Be flexible in regard to work schedule. Be available as necessary 24/7, weekends and holidays.

· Essential Tasks:

· Align Guest Services Department with Hampton Inn mission and core values.

· Interview and recommend candidates for hire in the Front Desk department by following the appropriate Hampton Inn Interview Process.

· Continual coaching/training of the front desk team using the Hampton Inn Core Values as guidance.

· Assist front desk during heavy occupancy times by greeting guests, checking guests in/out and answering telephones.

· Maintain set par levels of brand approved items of Front desk supplies including but not limited to: Hampton On the Go Breakfast bags, As if By Magic Kit, Honors collateral, key cards and key packets. Vendor information and brand approved items can be found on The Lobby website. Budget will be set by GM and it is the GSM’s responsibility to order and maintain these items within the given budget.

· Ensure brand standards regarding the front office are being followed as outlined on The Lobby.

· Respond to guest feedback on SALT, (including 3rd Party Websites, ie. TripAdvisor) within Hilton timeframes.

· Follow-up with guests who experienced service issues. Ensure that the guests are satisfied with the compensation/solution that they received for their issue.

· Submit Honors points for guests using the Guest Assistance application on The Lobby website.

· Serve as MOD when GM is off property and use the approved MOD checklist.

· Hours to be worked must coincide with high occupancy times (afternoon, evening hours, including weekends).

· Review Hilton CRM list each day for repeat guests, lifetime diamond members, special events, etc and communicate with the staff regarding these guests.

· A high level of communication and interaction with the guests is imperative to the success of this role. This will be expected to maintain a constant presence at the Front Desk or in the Lobby. And is expected to bring constant feedback from our guests to the General Manager.

· Weekly report to be submitted to the management team detailing guest feedback.

· Cover shifts when necessary.

· Using set par levels, budget and brand standards; order, maintain, and keep revenue spreadsheet for the Treats Shop.

· Take care of Direct Bill accounts, invoices and billing adjustments with a high degree of detail.

· Any other task deemed necessary by the General Manager.

· Reports to: General Manager

Hampton Inn
Responsible for: the day-to-day operations of the Front Office, to include but not limited to: personnel, budget performance and financial controls.

SUMMARY OF ESSENTIAL JOB FUNCTIONS
Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.

For this position specifically:

· Must be able to push or pull 60 pounds and lift and/or carry 30 pounds.

· Must be able to stand for eight hours, bend, stretch, reach.

· Must be able to speak and read English, the ability to communicate in another language may be helpful.

· Must display professionalism, honesty and trustworthiness at all times.

Skills:

· Train and develop associates through meetings, logs, etc.

· Computer literate to thoroughly operate property management system.

· Maintain organization of supplies and order as necessary.

• Maintain a professional cohesive team by: hiring, training, coaching, counseling and developing the most qualified individuals.
• Complete administrative duties in a timely manner: schedules, payroll, inventories, orders, production controls, etc.
• Work within budgeted guidelines for maximum revenues and within labor models.
• Maintain safety and security practices, have thorough knowledge of emergency procedures.
• Ensure guests are provided with the highest quality product and service.
• Must be thoroughly familiar with the Associate Handbook, implement all the rules, policies and procedures established by the company; including, but not limited to, those contained in the Associate Handbook.
• Maintain or exceed all brand standards and guest service goals.
• Maintain certification from a brand approved responsible vendor training program.
• Utilize Service Recovery Log and other necessary communication logs from shift to shift. Respond to guest comments and issues in a timely manner.
• Other duties as assigned, and as staffing needs arise throughout the hotel.

PRE REQUISITES

The Company associates have access to guestrooms and property, character traits of honesty and trustworthiness are essential to this position.

· One year experience supervising (at least) three associates.

· Three years’ experience in hospitality industry.

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Benefits:

• 401(k)
• Employee discount
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• On call
• Weekend availability

Ability to commute/relocate:

• Colorado Springs, CO 80916: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 3 years (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person

seankuhnke.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, seankuhnke.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, seankuhnke.com is the ideal place to find your next job.