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Suburban Inns Guest Service Manager - Hilton Garden Inn in Grand Rapids, Michigan

The Hilton Garden Inn Grand Rapids (East Beltline) is looking for their next Guest Service Manager! Do you have what it takes to lead a great team and provide great guest service? Apply now!

Position Summary

Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns Core Values and Hilton standards, as well as going above and beyond to ensure that guests are 100% satisfied. The Guest Service Manager trains and oversees all Guest Service Representatives to ensure the highest quality service to maximize rate and occupancy, as well as assists in the sales efforts of the property.

Essential Functions

? Report to work in uniform presented professionally, neat, and clean

? Greet all guests in a friendly, positive manner. Ask questions of guests and make personal connections to make them feel they are welcome and valued

? Anticipate and meet the needs and expectations of our guests, then go one step further

? Lead by example and uphold all Suburban Inns policies

? Hold Team Members accountable to the standards of employment and job performance set by the Core Values of Suburban Inns and Hilton Garden Inn. Discipline Team Members as needed, according to Suburban Inns? policies

? Enforce the service philosophy all day, every day among all Team Members

? Rotate Manager on Duty shifts over the weekends for the hotel

? Uphold and preach all safety standards

? Hire, train, and evaluate Guest Service Representatives (GSRs)

? Schedule GSRs as needed based on hotel occupancies, while staying within the company budget. Monitor Team Member hours and ensure they are using company time wisely, and for company purposes only

? Ensure all GSRs are selling the property according to the Suburban Inns sales sheets

? Maximize rate and occupancy through training and up-selling

? Ensure all Hilton Honors standards are being met every month

? Review all guest surveys and follow up as needed to perform any service recovery

? Display the guest surveys once they are reviewed for employees to read and learn from

? Monitor inventory in the Property Management System on a daily basis and correct any out of balance issues

? Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and General Manager

? Review and respond to all guest reviews on third-party websites

? Support the sales effort by working closely with the Sales Department

? Assist with prospecting new hotel business

? Provide tours of the property, being sure to highlight all of the amenities

? Assist other departments as needed

? Exhibit regular and recurrent attendance records

? Other duties as requested by management

Position Requirements

Minimum Knowledge

Requires ability to interpret / extract information and / or perform arithmetic functions. Requires typing, record keeping, and/or word processing. Good communication skills

Formal Education and Job-Related Experience

This position requires a minimum formal education of a high school diploma or equivalent related experience. College/University education is a plus, Hospitality study/degree preferred.

One year of Guest Service Representative Experience, supervisory experience required.

License, Registration, and/or Certification Required

CTA preferred

External and Internal Personal Contact


Daily - Verbal, Written

Weekly - Participation in meetings

Teamwork and Collaboration

This job is part of a formal work team within the department

Working Conditions and Physical Effort

Stress Load

Regular exposure to stresses

Workload Fluctuation

The workload required to perform this job requires ability to adapt to change

Manual Skills

Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations

Physical Effort

Some portions (10- 50%) of daily assignments involve prolonged standing, transporting material or equipment, or lifting, moving, or carrying heavy (over 30 pounds) materials for intermittent periods throughout the day

Physical Environment

Significant portions (more than 50%) of daily assignments involve exposure to dirt, odors, noise, or temperature / weather extremes. Working surfaces may be un-level, slippery, or unstable

Work Schedule

Work regularly requires or varies between day, evening, night, holiday, or weekend assignments. Schedule varies according to business demands and needs

Occupational Risks

Some portions (10- 50%) of daily assignments involve occupational risk, such as cuts, burns, exposure to toxic chemicals, injuries from falls, or back injury sustained with assisting in moving, lifting, or positioning equipment or materials

Ergonomics Risks

Some portions (10 ? 50%) of daily assignments involve ergonomic risk, such as regular repetitive tasks, forceful or prolonged exertions of the hands, vibration, cold temperatures, heavy lifting, pulling, pushing, or carrying of heavy objects, poor body mechanics, restrictive workstations, or awkward postures


Responsible for adhering to all safety policies and procedures of Suburban Inns

Required Travel

Position does not require travel to other Suburban Inns properties or client locations. Work is completed on the property

Uniform and Appearance Guidelines


Visible earrings are allowed in the ears only, or must be covered throughout the course of the shift. Hair must be of a natural color, and kept well-groomed. This policy will be administered by the position?s supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics. The Director of Operations has the authority to veto any decision made by the position?s supervisor