What are the responsibilities and job description for the Guest Services Manager position at DoubleTree by Hilton North Charleston Convention...?
We are seeking a Guest Services Manager to lead our front office team with Lowcountry Hotels at DoubleTree by Hilton North Charleston Convention Center. The Guest Services Manager must be a strong problem solver with an unwavering focus on guest satisfaction. The primary responsibilities of a Guest Services Manager include attracting and retaining top talent on the guest services team, resolving guest challenges, modeling and executing hotel brand service standards, exceeding guest expectations, and maintaining excellent communication with guests, team members, supervisors, and other hotel departments.
Duties & Responsibilities:
- Recruit, manage, train and develop Front Office team
- Oversee Front Office operations
- Evaluate levels of guest satisfaction and monitor trends with a focus on continuous improvement
- Ensure VIP guests are recognized as required by brand standards
- Work with front desk team in promoting upselling techniques and maximizing room occupancy with proper rate strategies
- Set departmental objectives, work schedules, budgets, policies and procedures
- Monitor the appearance, standards, and performance of the Front Office team members with an emphasis on training, coaching, and reinforcing
- Manage staff performance issues in compliance with company policies and procedures
- Ensure team members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
- Maintain effective communication and working relationships with all departments
- Monitor staffing levels to meet business demands
Skills & Experience Required:
- High school diploma required
- Associate’s or Bachelor’s degree preferred
- Hotel management experience required
- Excellent customer service mindset and superb communication skills (written, oral and electronic)
- High level of attention to detail
- Ability to keep multiple tasks organized and complete based on priority
- Must be experienced in MS Office, especially Word and Excel
Compensation Package: Salaried position, pay based on experience; Health, vision, dental and life insurance benefits available; 401K eligibility; team member travel program
Job Type: Full-time
Pay: $42,000.00 - $45,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Free parking
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Experience:
- Hotel experience: 3 years (Preferred)
Ability to Relocate:
- North Charleston, SC 29418: Relocate before starting work (Required)
Work Location: In person
Salary : $42,000 - $45,000
