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Guest Experience Manager, Manager On Duty - Embassy Suites by Hilton Miami Airport
Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
The Benefits: Hilton offers its eligible team members a comprehensive benefits package including:
Access to your pay when you need it through DailyPay
medical insurance for you and your family
Mental Health Resources
Best-in-Class Paid Time Off (PTO)
Go Hilton travel discount program
Supportive parental leave
Matching 401(k)
Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
Career growth and development
Team Member Resource Groups
Recognition and rewards programs
Job Description
Embassy Suites by Hilton Miami International Airport is a distinguished full-service hotel located near Miami International Airport. Part of the renowned Hilton portfolio, Embassy Suites offers a unique combination of spacious rooms, excellent amenities, and warm hospitality, catering to both business travelers and vacationers. Known for its two-room suites and complimentary cooked-to-order breakfast, the hotel is a preferred choice among guests seeking comfort and convenience in the Miami area. Hilton, a leader in the global hospitality industry since 1919, stands out for its commitment to innovation, quality, and exceptional service. The hotel operates with a strong dedication to its mission... Show More
Job Requirements
- Minimum 1-2 years experience as a Front Office Manager in a hotel
- Previous hotel experience required
- Flexible availability to work nights, overnights, weekends and holidays
- Ability to manage and oversee a team of front desk, bell, and airport driver staff
- Excellent communication skills
- Ability to handle guest inquiries and resolve issues promptly
- Willingness to assist in operational tasks as needed
- Knowledge of Hilton brand standards
- Ability to work in a fast-paced environment
- Bi-lingual proficiency is highly preferred
Job Qualifications
- The ideal candidate will have a minimum of 1-2 years experience as a Front Office Manager in a hotel
- Open flexibility and willing to work nights and overnights are required
- Previous hotel experience is required
- Shift Pattern: Open availability for all shifts including overnights and Weekend/holiday availability is required
- Hospitality - We're passionate about delivering exceptional guest experiences
- Integrity - We do the right thing, all the time
- Now - We operate with a sense of urgency and discipline
- Productivity
- Dependability
- Customer Focus
- Adaptability
Job Duties
- This position will report to the Night Manager and will oversee 5 team members per shift which includes front desk, bell and airport drivers
- Oversee all hotel operations to include, but not limited to, guest service and registration (check-in/check-out), staffing, room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, systems use and management, department management and policy and procedure implementation and enforcement
- Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolve guest concerns
- Communicate with and ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
- Assist in operational areas as needed (i.e
- serve as bellperson, cover breaks, etc.)
- Patrol the hotel and the property to observe service and quality levels and safety and security status to address any issues or concerns
- Monitor and assess service and satisfaction trends (SALT, Revinate, etc.), evaluate and address issues and make improvements accordingly
- Complete and review reports
- Ensure compliance with Company standards
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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