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Job Overview
Employment Type
Full-time
Work Schedule
Rotating Shifts
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
flexible schedule
Job Description
HHM Hotels is a distinguished hospitality company dedicated to delivering exceptional guest experiences through impeccable service and attention to detail. Known for its commitment to excellence in the hotel industry, HHM Hotels prides itself on creating upscale and authentic environments where guests feel valued and cared for. With a reputation for quality and innovation, the company operates multiple properties that cater to a diverse range of travelers, from business professionals to leisure guests seeking comfort and convenience. As a leader in hospitality management, HHM Hotels emphasizes the importance of continuous improvement, sustainability, and guest satisfaction in all aspects of its... Show More
Job Requirements
- High school diploma or equivalent
- Minimum of two years experience in the hotel industry
- Proven ability to communicate effectively both verbally and in writing
- Proficiency in computer skills including hospitality management systems
- Ability to work varying schedules including holidays, weekends, and alternate shifts
- Physical capability to stand for extended periods, walk, push, lift up to 25 pounds, bend, reach, stoop, kneel, or crouch
- Knowledge of front desk operations
- Commitment to safety standards and sustainability practices
- Ability to handle guest requests and resolve complaints efficiently
Job Qualifications
- Excellent communication skills, both verbal and written
- Must possess excellent computer skills
- High school or equivalent education required, Bachelor’s Degree preferred
- Minimum of two years’ experience in hotel industry
- Front office experience is beneficial
- Knowledge of PMS systems preferred
Job Duties
- Monitor and analyze the guest experience index with the Guest Service Manager and regularly check and follow up with guest reviews and Medallia on an internal basis
- Responsibilities will include communication between all departments to ensure quality guest experience
- Manage arrival and in house experience, including delivering amenities to guests’ pre-arrival
- Communicate with sales, front office and reservations to coordinate and monitor guest room blocks and special reservation needs
- Work to continually improve guest satisfaction scores through establishing good rapport with guests and being readily available for all guests needs
- Monitor and maintain guest satisfaction scores internally for all associates to see daily
- Register and assign VIP guests to hotel rooms
- Make and confirm reservations and respond to guest requests in a timely manner
- Be fully aware of guest satisfaction scores and work primarily toward increasing overall guest satisfaction and respond to all outlets in a timely fashion
- Supervise the Guest Experience Index through analysis of trends and ensure constant and consistent communication of the results
- Make recommendations as necessary for areas of improvement
- Resolve guest concerns expeditiously in a manner which is beneficial to all involved through communication with department management
- Knowledge of all aspects of front desk operations, including check-in and check-out, settlement, handling guest requests and complaints
- Ability to communicate with others and inform line level associates of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently
- Update all relevant information pertaining to events in the hotel on a regular basis and communicate those changes quickly and effectively
- Follow sustainability guidelines and practices related to HHM’s EarthView program
- Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards
- Assist in the PBX/Guest Service areas and assist guests with luggage when staffing assistance is required or during peak periods
- Enhance the pre-arrival guest experience and drive revenue through upsell of programs
- Ensure overall guest satisfaction
- Perform other duties as requested by management
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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