Guest Services Manager - Hilton - Harrisburg, PA in Harrisburg, Pennsylvania at Hilton Harrisburg - Harrisburg, PA

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Manager for the Hilton Harrisburg in Harrisburg, PA.

POSITION SUMMARY:

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.

THE POSITION REQUIRES PERFORMING THE FOLLOWING ESSENTIAL JOB FUNCTIONS, WITH OR WITHOUT REASONABLE ACCOMMODATION.

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 ARE REQUIRED TO WORK VARYING SCHEDULES TO REFLECT THE BUSINESS NEEDS OF THE HOTEL. SERVE AS MANAGER ON DUTY.MONITOR DEPARTMENT SUPPLIES.MONITOR HOTEL EMAILS.

OTHER DUTIES

ASSIST OTHER DEPARTMENTS AS DIRECTED

REQUIRED KNOWLEDGE / SKILLS / 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 INFORMAITON USING A MODERATELY COMPLEX COMPUTER SYSTEM.

SUPERVISORY RESPONSIBILITIES:

ASSIST IN THE SUPERVISION OF FRONT OFFICE, NIGHT AUDIT AND BELL STAND STAFF.

HIGH SCHOOL DIPLOMA OR EQUIVALENT PREFERRED. GUEST RELATIONS/SERVICE EXPERIENCE REQUIRED. HOSPITALITY EXPERIENCE PREFERRED.VALID DRIVER’S LICENSE REQUIRED.

PHYSICAL REQUIREMENTS

FREQUENCY KEY: NEVER – 0 HOURS; RARE – UP TO 1 HOUR; OCCASIONAL – 1-3 HOURS; FREQUENT – 3-6 HOURS;
CONSTANT – 6-8 HOURS

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

OPERATION OF COMPUTER, TELEPHONE, TWO-WAY RADIO

Salary range: $42,000.00 - $48,000.00

Team Driven and Values Based CultureMedical/Dental/VisionVacation & Holiday PayEmployee Assistance ProgramCareer Growth Opportunities/ Manager Training ProgramReduced Room Rates throughout the portfolio401(k) with company matchEmployee discountReferral program