Guest Services Manager

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 looking for?

https://jobs.hilton.com/apac/en/job/HOT0BO93/Guest-Services-Manager-Swing-PM-Shift-EXEMPT-Embassy-Suites-LAX-South