Guest Services Manager - Doubletree Philadelphia Center CIty

Job Summary

Manages the Guest Experience to include assisting the Front Office Manager with hiring, supervision, training, disciplining of Guest Services team members. Maintain the quality of services within company brand standards and property objectives.

What will I be doing?

As Guest Services Manager, you would be responsible for managing the Guest Services operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Manages Pre-Arrival and Arrival Experience for hotel guests, including welcome communication, Guest Requests, Room Assignments, Curb Experience, Curb to Desk experience, Desk Experience, and in-house Guest Experience.

• Provide support to areas within the department on a daily basis to expedite and enhance customer service and focus (Front Desk / Bell Staff / Concierge / CBX).

• Assists Front Office Manager with interviewing and training new team members. Training will consist of: Training all new and current team members on corporate operating standards and guest service requirements; Retrain team members as needed; Assists with the implementation of new training.

• Manages Guest Communications on a nightly basis, along with inter-departmental communications to ensure for improved communication between departments in reporting guest needs and opportunities.

• Assists the Front Office Manager with the administration of all department files, including training records. Responsible for maintaining all the personnel administrative records includes monitoring payroll vacations requests, portages collection and assist in monitoring distribution sales/payout gratuities.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

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 travelers 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!

EOE/AA/Disabled/Veterans