Guest Service Manager – Embassy Suites Downtown GR-Suburban Inns

Grand Rapids, MI
January 29, 2025
Full Time
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Average Pay*: $20 - $30 per hour
*average hourly rate for this position in your area
Deadline date:
$22 - $22

Job Description

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Job Title: Guest Service Manager – Embassy Suites Downtown GR

Company: Suburban Inns

Location: Grand Rapids, MI

Pay: $45000 per year

AI Pay Analysis: An annual salary of $45,000 for a Guest Service Manager at Embassy Suites Downtown Grand Rapids translates to approximately $21.63 per hour, which is below the typical range for this role in the hospitality industry, especially in a downtown area. According to industry standards, the average salary for a Guest Service Manager typically ranges from $50,000 to $65,000 annually, depending on factors like experience, the size and type of establishment, and regional cost of living. Given the competitive nature of the hospitality sector in Grand Rapids, with the demand for skilled management positions, this salary does not appear to be competitive and likely reflects a lower-end offering in the current market for similar roles.

Job description:

Embassy Suites Downtown Grand Rapids is an energetic and fast-paced environment, brimming with opportunities for career progression. Join a premier team within the Hospitality Industry as a Guest Service Manager.

Guest Service Manager Responsibilities:

  • Flexibility in scheduling for 1st and 2nd shifts.
  • Competitive starting salary of $45,000 per year, commensurate with experience.

As a Guest Service Manager, you will utilize effective sales techniques and deliver exceptional guest service in alignment with Suburban Inns and brand standards. Your commitment to exceeding guest expectations will be essential to ensure their complete satisfaction.

Benefits Package:

  • Employee and Friends & Family discounts for hotel accommodations and restaurant services.
  • Earned Paid Time Off for all team members.
  • Comprehensive insurance options (health, vision, dental, life) for full-time team members.
  • Flexible scheduling to accommodate personal needs.
  • Holiday pay and 8 hours of paid volunteer time annually.
  • Opportunities for advancement and professional development.
  • Recognition and referral incentive programs.
  • Fully paid maternity/paternity or adoption leave for qualifying employees.
  • Access to the Employee Assistance Program (EAP) through Pine Rest, which includes three complimentary counseling sessions and consultations for legal, financial, and elder care needs.

Essential Functions:

  • Enforce accountability among team members, adhering to the Core Values of Suburban Inns and brand standards, including disciplinary actions as needed.
  • Manage and create staff schedules based on hotel occupancy while adhering to budget constraints, ensuring efficient use of company time.
  • Share weekend Manager on Duty responsibilities as necessary.
  • Recruit, train, and assess Guest Service Representatives (GSRs), ensuring they effectively promote the property to optimize rates and occupancy.
  • Review guest surveys, addressing any necessary follow-ups for service recovery and providing visibility of these surveys for staff learning.
  • Conduct daily inventory checks and rectify any discrepancies.
  • Perform property walk-throughs, addressing any maintenance issues and ensuring a safe and secure environment.
  • Collaborate with the sales department to identify new hotel business opportunities and assist with deposits and group bookings.
  • Provide guided tours of the property, showcasing amenities.
  • Deliver outstanding guest service and ensure team members uphold our service philosophy, including:
    • Furnishing information about hotel policies, services, and amenities.
    • Assisting guests with inquiries regarding local attractions, dining, and entertainment options.
    • Handling guest concerns in a professional and diplomatic manner.
    • Reviewing guest feedback to enhance service and recovery efforts.
    • Exceeding brand standards and promoting membership enrollments.
    • Maintaining consistent attendance and adhering to all Suburban Inns processes.
    • Supporting other departments as necessary.
    • Performing additional duties as assigned by management.

Position Requirements:

  • Minimum Knowledge: Ability to interpret information and perform arithmetic functions; proficiency in typing, basic computer skills, and record-keeping; strong communication abilities.
  • Formal Education and Job-Related Experience: A high school diploma or equivalent, with a minimum of one year of Guest Service Representative experience required.
  • Licenses, Training, and/or Certification: CPR training and TIPs certification required (can be completed upon hire).
  • Work Schedule: This position involves varying shifts including days, evenings, nights, holidays, and weekends, contingent upon business needs.

As a dynamic organization in an evolving industry, responsibilities may change from time to time in accordance with business requirements. The incumbent may be called upon to take on additional or alternative responsibilities beyond those outlined above.

Job Posting Date: Sat, 11 Jan 2025 03:40:52 GMT

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