Guest Service Manager – Hilton Garden Inn GR-Suburban Inns

Job Description

Job Title: Guest Service Manager – Hilton Garden Inn GR

Company: Suburban Inns

Location: Grand Rapids, MI

Pay: $22 per hour

AI Pay Analysis: An hourly rate of $22 for a Guest Service Manager at Hilton Garden Inn in Grand Rapids, MI, is generally considered competitive, though it may vary based on experience, specific responsibilities, and local market conditions. According to industry data, hotel management positions, particularly for roles with similar responsibilities, often range from $20 to $30 per hour, depending on the hotel’s size and location. In Grand Rapids, where the cost of living is moderate compared to larger cities, this rate aligns well, though candidates with more experience and leadership roles may expect higher compensation. Overall, while this rate is within an acceptable range, potential candidates should assess their experience and the specific demands of the position to gauge if it meets their expectations.

Job description:

The Hilton Garden Inn offers a vibrant and dynamic work environment rich with opportunities for career advancement. Join our exceptional team in the hospitality industry as a Guest Service Manager.

Shifts: Flexible scheduling is available across first and second shifts, with some third shifts.
Starting Wage: $22/hour, commensurate with experience.

As a Guest Service Manager, your primary responsibility will be to implement effective sales techniques and deliver outstanding guest service in alignment with Suburban Inns and brand standards. You will be expected to go above and beyond to ensure complete guest satisfaction.

Our Benefit Package Includes:

• Employee and Friends & Family hotel and restaurant discounts
• Earned Paid Time Off for all team members
• Comprehensive insurance options (health, vision, dental, life) for full-time team members
• Flexible scheduling
• Holiday pay
• Eight hours of paid volunteer time annually
• Opportunities for advancement and professional development
• Monetary recognition and referral programs
• 100% paid maternity, paternity, or adoption leave for eligible employees under FMLA
• Employee Assistance Program (EAP) offering three free counseling sessions, an online library, and access to legal, financial, and elder care consultations

Essential Functions:

• Ensure that team members meet the standards of employment and job performance aligned with the Core Values of Suburban Inns and the brand, providing discipline as necessary in accordance with company policies.
• Schedule staff based on hotel occupancy while adhering to budget constraints; oversee the prudent use of company time and resources by the team.
• Rotate Manager on Duty responsibilities over weekends as required.
• Hire, train, and evaluate Guest Service Representatives (GSRs).
• Ensure GSRs effectively sell the property in accordance with Suburban Inns’ standards to optimize rates and occupancy.
• Review guest surveys and implement service recovery as needed, while also displaying the surveys for team learning.
• Monitor inventory daily and resolve any discrepancies.
• Conduct property walk-arounds throughout shifts, addressing and reporting any issues encountered, including cleanliness and safety concerns.
• Engage in business development efforts and relay pertinent information to the sales department.
• Maintain stock inventory in the shop and collaborate with the sales department for deposits, guest rooms, and group blocks.
• Conduct property tours while prominently highlighting all amenities.
• Exemplify superior guest service and enforce service philosophy among team members:
  • Provide guests with information on hotel policies, services, and amenities.
  • Respond to guest inquiries about the local area, such as directions and dining options.
  • Address guest concerns in a professional manner and assist in service recoveries.
  • Ensure adherence to brand standards and promote membership enrollments.
  • Maintain a consistent attendance record.
  • Follow all established Suburban Inns processes.
  • Support other departments as needed.
  • Perform additional tasks as assigned by management.

Position Requirements:

• Minimum Knowledge: Ability to interpret information and perform basic arithmetic functions; proficiency in typing, basic computer skills, and record keeping is required. Strong communication skills are essential.
• Formal Education and Job-Related Experience: A high school diploma or equivalent is required, along with a minimum of one year of experience as a Guest Service Representative.
• License, Training, and/or Certification Required: CPR Training and TIPs certification (to be completed upon hire).
• Work Schedule: The position requires flexibility in scheduling, which may include day, evening, night, holiday, and weekend shifts based on business needs.

We are a progressive organization in a fast-evolving industry; therefore, the responsibilities associated with this role may adapt over time according to business demands. The incumbent may be tasked with additional and/or different responsibilities beyond those outlined above.

Job Posting Date: Sat, 22 Mar 2025 06:39:36 GMT

Apply now!