Guest Services Manager

Company: Hilton Harrisburg
Location: Harrisburg
Posted on: November 26, 2022

Job Description:

*GENERAL PURPOSE*
To maintain a high quality of services offered to guests through management of Front Services, including Bell, Door, and Valet team members as to maintain established operational standards of the hotel.

*ESSENTIAL DUTIES AND RESPONSIBILITIES*

* Assists in the execution of reservation responsibilities including but not limited to making/updating/cancelling reservations, returning phone calls/email, and entering/updating group rooming lists and blocks.
* Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image
* Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems.
* Assists Front Desk agent, Concierge, Bell Attendants, and Front Office Manager with the execution of their duties as needed
* Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

*SUPPORTIVE FUNCTIONS*

* Preforms Manager on Duty responsibilities as assigned
* Assist other departments as directed

*PHYSICAL REQUIREMENTS*

*Physical Activity Frequency*
Sitting Rare
Walking Frequent
Climbing stairs Occasional
Crouching/Bending/Stooping Frequent
Reaching Frequent
Grasping Constant
Pushing/Pulling Occasional
Near Vision Constant
Far Vision Constant
Hearing Constant
Talking Constant
Smell Occasional
Taste Rare
Lifting/Carrying(# lbs) Frequent - up to 50 lbs.
Travel Rare

*JOB QUALIFICATIONS*

*Knowledge, Skills and Abilities*

* Must have ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
* Basic mathematical skills necessary to operate a cash register, make change, count total bank, prepare cash drops, and total all other charges.
* Ability to read, speak and understand the English language in order to communicate with guests.
* Ability to access and accurately input information using a moderately complex computer system

*Education/Formal Training/Certifications*

High school education or equivalent preferred.

Valid Driver's License required.

*Experience*

Guest relations/service experience required. Hospitality experience preferred.

*Materials / Equipment Used*

Operation of computer, telephone, two-way radio

_Ambassador should embrace the Greenwood Core Values of: _

* Integrity in Conduct
* Cooperation in Action
* Excellence in Performance

_Also cultivate and build the Greenwood EFFECT culture to develop and lead their team_

* Engaged--encourage, identify positive moments
* Fun--maintain a healthy and happy workplace
* Flexible--adapt and change while maintaining our standards of excellence
* Equipped and Empowered--provide the necessary tools and leadership to cause success
* Community--caring about our work, our colleagues and our ambassadors
* Trust--foster high levels of trust within the department

Job Type: Full-time

Benefits:
* 401(k)
* Dental insurance
* Employee assistance program
* Employee discount
* Health insurance
* Life insurance
* Paid time off
* Referral program
* Vision insurance

Ability to commute/relocate:
* Harrisburg, PA 17101: Reliably commute or planning to relocate before starting work (Preferred)

Experience:
* Customer service: 1 year (Preferred)

Shift availability:
* Day Shift (Preferred)
* Night Shift (Preferred)

Work Location: One location%58047475%

Keywords: Hilton Harrisburg, Harrisburg , Guest Services Manager, Executive , Harrisburg, Pennsylvania