Guest Services Manager (EXEMPT)

Description

The Embassy Suites Los Angeles International Airport South is currently hiring an experienced and energetic Guest Services Manager/Manager on Duty for the Swing/PM shift. This role is responsible for the overall operation of the entire hotel during the Swing/PM shift to ensure guest satisfaction and safety. Has the full hotel authority in the absence of the General Manager. Makes decisions affecting the overall guest satisfaction, as well as the safety of the hotel, its team members and guests. Directly manages all Swing/PM shift team members. 

What will I be doing?

As Guest Services Manager/Manager on Duty, you would be responsible for the overall operation of the entire hotel during the Swing/PM shift to ensure guest satisfaction and safety. You will have the full hotel authority in the absence of the General Manager, make decisions affecting the overall guest satisfaction, as well as the safety of the hotel, its team members and guests. You will directly manage all Swing/PM shift team members. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Full hotel authority in absence of the General Manager during the Swing/PM shift. Serves as Manager-On-Duty to address and resolve guest and team member questions or issues. Ensures total guest satisfaction and safety. 
• Tours hotel interior and exterior to ensure quality appearance, cleanliness and lighting. Reports all deficiencies and safety hazards to the engineer on duty. Follow up to ensure deficiencies have been corrected. 
• Supervises and trains night Guest Services Agents to ensure guests are satisfied with their stay and reports are accurately completed. Overall supervision of all Swing/PM shift team members. 
• Addresses concerns and reviews the status of the daily operation with Department Heads and General Manager to ensure quality and continuity in operations. 
• Manage any emergencies that arise during the Swing/PM hours. 
• Responsible for managing the guest transportation team: Shuttle Drivers/Bell-person. Manages schedules depending on hotel occupancy and guest demand, ensures all driver/bell-person training is in compliance with Hilton and DMV requirements, ensures all driver documents are up to date according to DMV/CHP guidelines, inspects and manages the hotel's shuttle maintenance. 
• Able to cover overnight shifts, when needed. 

What are we lookingfor?

Hilton is the leading global hospitality company, spanning the lodging sector for luxurious full-service hotels and resorts to extended-stay suite and mid-priced hotels. For more than a century, Hilton has offered business and leisure travelers the finest in accommodations, service amenities and value. Hilton is dedicated to continuing its tradition for providing exceptional gust experience 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 the heart of it all. 

• 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:

• Knowledge of computer systems for registration, reservations, communications and back-up systems. 
• Mathematical comprehension to understand and interpret numbers as they apply to operations. 
• Ability to read, write, speak and understand the English language to communicate with guests and team members. 
• Ability to effectively deal with internal customers and external guests which requires tact, patience, and diplomacy.
• Ability to lead, delegate, follow up and supervise staff. 
• Knowledge of handling hotel emergencies (fire, theft, natural disaster) is very helpful.
• Complete knowledge of hotel operations preferred. 

Pay Range: The annual pay range is $67,000-$75,000 and is based on applicable and specialized experience and location.  

Requirements

What will it be like to work for this Hilton Brand?

Embassy Suites by Hilton has perfected the full-service, upscale, all-suite hotel. Built on a long-standing legacy that is both inviting and comfortable, Embassy Suites properties provide guests with More Reason to Stay, offering open-air atriums, complimentary cooked-to-order breakfast, spacious two-room suites and complimentary Evening Reception every evening. Embassy Suites bundled pricing ensure that guests receive enormous value at a single price. Whether they are traveling for business, with their family, with a group, or for leisure, our guests return again and again to experience the consistently awarded, best-in-class, customer service provided at Embassy Suites. 

If you understand the importance of providing an inviting and comfortable experience and feel you can contribute to an award-winning team, you may be just the person we are looking for to work as a Team Member with Embassy Suites Hotels. 

What benefits will I receive?

Hilton is proud to have an award-winning workplace culture. We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Access to your pay when you need it through DailyPay
• Health Insurance (Full-Time Only)
• Career growth and development
• Team Member Resources Groups
• Recognition and rewards program
• Go Hilton travel discounts program
• Best-In-Class Paid Time Off (PTO)
• Supportive parental leave (Full-Time Only)
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Debt-free education: Access to a wide variety of educational credentials (ex. college degree, high school completion, English-language, digital literacy, professional certificates and more)

Embassy Suites by Hilton - LAX South is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity. The Employer will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.