What are the responsibilities and job description for the Guest Service Manager-Hampton Inn position at General Hotels Corporation?
The Hampton Inn located in Yorkville, IL is seeking a determined, motivated, and customer service oriented Guest Service Manager.
RESPONSIBILITES
- Create energy with an upbeat positive demeanor
- Act and look the part by setting a professional, positive example at all times
- Get to know your guests by being thoughtful, adaptable and building connections
- Make it happen by being perceptive, finding a way to say ‘yes’ and taking ownership
- Manage day to day staffing requirements, plan and assign work, and establish performance and development goals for team members
- Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
- Educate and train team members in compliance with federal, state and local laws and safety regulations
- Ensure staff is properly trained and has the tools and equipment to carry out job duties
- Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards
- Ensure front office staff provides guests with prompt service, professional attention and personal recognition
- Ensure guests are greeted upon arrival and make time to interact effectively with guests.
- Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
- Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
- Perform other duties as assigned. Will serve as Manager on Duty (MOD) on a regular basis
- Reports directly to the General Manager
- Typically supervises front desk supervisors, desk agents, and night audit etc
JOB REQUIREMENTS
- College education related to hospitality or the equivalent hotel front office supervisory experience is preferred
- Must speak fluent English, other languages a plus
- Valid driver’s license and current insurance
- Computer skills are a must
- Must have hotel management experience
- Multi department management knowledge is ideal
- Continuous standing/walking throughout the shift
- Excellent customer service skills are a must
- Strong leadership skills are a must
- Strong conflict resolution and service recovery skills are a must
- Polished, professional appearance and positive attitude
- Strong delegation/prioritizing skills are a must
- Must be available to work any night of the week and flexible from 5am-2am
- Strong cash handling and mathematical skills are a must
Salary : $38,500 - $48,700
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