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Guest Services / Front Desk Manager - Hilton Hotels in EpicCentral
Job Overview
Employment Type
Full-time
Work Schedule
Weekend Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
short-term disability
long-term disability
401K Program
Tuition Assistance
discounted room rates
Training and Development
Career advancement opportunities
Job Description
Hilton Garden Inn/Homewood by Hilton is a distinguished hospitality brand featuring 276 combined rooms, renowned for delivering exceptional service and quality accommodations to guests. As part of the Hilton family, these properties embody the highest standards of comfort and customer satisfaction, fostering memorable guest experiences in every aspect of their stay. The brand is globally recognized for its commitment to excellence, innovation, and a welcoming environment that caters to the needs of modern travelers. Hilton Garden Inn and Homewood by Hilton properties serve a diverse clientele ranging from business travelers to families, emphasizing convenience, comfort, and hospitality at the forefront... Show More
Job Requirements
- High school diploma or equivalent
- prior experience in hotel front office or guest services management
- Hilton brand experience required
- availability to work weekends
- strong interpersonal and leadership skills
- ability to handle financial procedures accurately
- knowledge of safety and security standards
- effective communication skills
- ability to manage multiple tasks and prioritize
- commitment to quality guest service
- proficiency with hotel management software
Job Qualifications
- Experience in hotel front office management
- prior Hilton experience preferred
- strong leadership and team management skills
- knowledge of hotel front desk operations and computer systems
- excellent customer service and communication skills
- ability to train and develop staff
- experience with revenue management and financial controls
- understanding of health and safety regulations
- problem-solving and decision-making abilities
- enthusiasm and dedication to guest service
- ability to work weekends and manage busy periods
- motivated to contribute to team success and operational excellence
Job Duties
- Maintains guest service as the driving philosophy of the hotel
- personally demonstrates a commitment to guest services in responding promptly to guest needs
- is committed to making every guest satisfied
- ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards
- develops added value customer service programs
- empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance
- meets or exceeds hotel guest satisfaction measures
- acts as manager on duty for hotel and manages front desk operations
- ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems
- leads and assists in revenue management functions as requested
- participates in conference calls with corporate management and brand revenue management centers
- ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables
- produces accurate financial reports on time
- works with general manager and sales manager to generate new business ideas to increase sales, set up rate codes and input rooming lists
- knows local health and safety codes and regulations that apply to the hotel
- recognizes and corrects potential safety hazards and security problems
- follows policies and procedures for key control system
- maintains physical product standards by managing preventive maintenance programs and scheduling deep-cleaning activities
- ensures ongoing staff involvement in preventive maintenance programs
- protects the interests of the hotel during capital projects
- has acceptable property quality audits
- periodically inspects rooms, building exterior and parking lot
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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