Guest Service Mgr - Hampton Inn

Join the Hampton Inn Myrtle Beach Broadway at the Beach, a Strand Hospitality managed hotel!

We offer competitive salaries and benefits for our valued leaders!

Strand Hospitality offers medical, dental, and vision plans at competitive rates. You also receive a paid time off package, company paid basic life and AD&D insurance and the option to purchase additional life for yourself, a spouse and/or children. Company paid short-term and long-term disability insurance are also part of our package. 

Join a 401(k) Fidelity plan with a company match of up to 4% of your gross annual income. You also receive  discounts in hotels located worldwide, theme parks, Broadway shows, and much more!

Job Summary

The Guest Service Manager is responsible for managing and enhancing the overall customer experience at the hotel. The person in this position oversees the front desk operations and the scheduling and management of guest services staff.

Duties and Responsibilities

The Guest Service Manager's responsibilities include, but are not limited to:

• Manages the guest experience during their stay.
• Oversees guest services to include the front desk processes and the shuttle, if applicable
• Responsible for all interactions with guests to include responding to reservations and requests to modify existing reservations, special requests, check-in/check-out procedures, telephone procedures and use of hotel’s computer systems.
• Assists with hiring the most qualified and strongest customer service-oriented applicants to fill open guest services positions
• Trains and develops staff to perform all aspects of their job effectively
• Creates work schedule and coordinates changes due to staffing shortages, filling in when necessary
• Maintains a positive, cooperative work environment for all employees and management
• Adheres to all company and hotel brand standards, policies and procedures.
• Demonstrates and expects all safety, confidentiality and privacy protocols for guests and employees are strictly followed.
• Effectively communicates with all departments to ensure guest requests or concerns are addressed
• Various other duties as assigned by Supervisor.

Requirements

• Hotel guest service supervisory experience preferred.
• Guest service experience required
• Ability to reason and make appropriate decisions in response to guest concerns

Strand Core Values

All associates are expected to embody the values listed below with everyone they encounter and to support the company mission to Develop Prosperous, Lasting Relationships.

RESPECTFUL

      ADAPTIVE

          SERVICE

        ACCOUNTABLE

 UNIFIED

         DEDICATED

Guest Service Manager Core Competencies

• Leadership
• Guest Satisfaction
• Quality of Work
• Efficiency/Production
• Strong Communicator/Listener

Work Environment

• Prolonged periods of standing at the hotel guest services desk
• Frequent walking
• Frequent squatting, kneeling, bending down, forward and trunk rotation while standing
• Frequent stair climbing may be necessary, reaching both above and below shoulders as well as pushing and pulling
• Vision – must have the ability to frequently adjust focus and frequent use of close, peripheral and depth/distance vision
• Frequent lifting, carrying, pushing and pulling up to 15 lbs.
• Occasional lifting, carrying, pushing or pulling up to 25 lbs.

It is the policy of Strand Hospitality Services not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.