Guest Services Manager

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Role Summary

Hampton Inn & Suites By Hilton is seeking a Guest Services Manager who will manage and oversee the day-to-day operations of Front Office Team members

Requirements

In this role, the applicant will be required to greet and welcome guests, must be able to respond to customer complaints and queries,

Manage bookings in the form of inquiries for new & existing group bookings received from our guests

Key Responsibilities:

Front Office & Operations

Must work according to the Hampton Inn's Values & Hamptonality Culture of the Hampton Inn Brand

The Applicant must demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards.

Must Train & Ensure Team Members have completed all the Course requirements according to the Role .

Impart knowledge and updates from the Brand relating to any Brand's initiatives with the respective departments and meeting the brand standards.

Manage 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.

Monitor performance & coach Team members to bring them to the required levels of service

· Assess if coverages are required during busy check ins with groups on weekdays, weekends

· Available to cover any shift in case of emergency

· Aid in the hiring process of new staff to property.

· Must Conduct daily pre shift briefings

· Maintain good communication and working relationships with all hotel departments.

· Respond and report on any guest concerns, complaints or incidents.

· Handle and resolve any operational emergencies or issues throughout the hotel.

· Take weekly calls from the Revenue Manager & discuss rate structures and Mix of sales.

· Serve as Manager on Duty.

· Perform other duties as assigned.

Qualifications

• Min 3 - 5 years of previous hotel experience.
• Min 2 years of supervisory/management experience in a hotel environment.
• Strong guest service skills & supervisory skills are essential
• Hospitality education an asset.
• Strong problem-solving and guest relations skills and abilities.

· Strong knowledge and understanding of Hilton property Management system and skilled in the use of Front Office equipment including emails and Microsoft Office.

Benefits:

· Dental care

· Extended health care

· Vision care

Parking

Service

· Always show your Hamptonality Spirit with all guests & team members at the Hotel & ensuring all guests complaints or inquiries are resolved before leaving the Hotel

Must be proficient with Kipsu

Must Manage Stay Scores scores on everyday basis with the emphasis on 100% Guest Satisfaction.This is one of the very important task of this Role

Must maintain high QA targets in order for the Hotel to achieve higher threshold Scores in the system

Coach the team and mentor front desk via positive reinforcements and constructive feedback.

· Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.

· Ensure regular and Hilton Honors Guests are recognized and enroll non Hilton Honors Guests to our Hilton Honors reward Program in order to meet or exceed the targets.

· Manage and respond to all online reviews and any alerts or escalation when necessary

· Work with GM to ensure quality assurance standards are met at all times.

Financial

· Maximize room occupancy at best rates according to the demand in the market and use up-selling techniques to promote hotel services and facilities.

· Monitor rooms' inventory to ensure there are no out of order Rooms to assist in maximizing rooms' revenue.

·Oversee and if necessary perform night audit function and preparation of daily financial reports.

· Ability to work a flexible schedule, including weekends and holidays.
· Must be legally entitled to work in Canada.

Job Types: Full-time, Permanent
Schedule:
· 8 hour shift 40 hours a week

·Remuneration commensurates according to relevant experience

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Extended health care
• On-site parking
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Weekends as needed

Work Location: In person

Expected start date: 2025-03-31