A Guest Service Manager supervises the Guest Service/Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

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What will I be doing?

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As Guest Service Manager, you will oversee the Guest Service/Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Service Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

\n\nOversee the entire Guest Service/Front Office operation to maintain high standards\nEvaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement\nEnsure regular and VIP Guests are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme\nMaximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities\nSet departmental objectives, work schedules, budgets, policies, and procedures\nMonitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork\nEnsure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices\nMaintain good communication and working relationships with all hotel departments\nMonitor staffing levels to meet cover business demands\nConduct monthly communication meetings and produce minutes\nManage staff performance issues in compliance with company policies and procedures\nComply with hotel security, fire regulations and all health and safety legislation\nAct in accordance with policies and procedures when working with front of house equipment and property management systems\nAssist with other departments, as necessary\n

What are we looking for?

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Guest Service Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

\n\nPrevious supervisory experience in Front Office within the hotel/leisure/retail sector\nHigh level of IT proficiency\nExperience of managing people and developing people\nExcellent leadership, interpersonal and communication skills\nAccountable and resilient\nCommitment to delivering a high level of customer service\nFlexibility to respond to a variety of work situations\nAbility to work on your own and as part of a team\n\n

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

\n\nFamiliar with Property Management Systems\nA degree or diploma in Hotel Management or equivalent\n\n

What will it be like to work for Hilton?

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The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.

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We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton Team Member Travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

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We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.