guest services manager

Embassy Suites by Hilton LAX South

<div>
 The Embassy Suites Los Angeles International Airport South is currently hiring an experienced and energetic Guest Services Manager 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; covers MOD shifts; directly manages all overnight 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:
 
 
 <ul>
 <li>
 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.
 </li>
 <li>
 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.
 </li>
 <li>
 Supervises and trains PM 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, including Housekeeping and Property Operations.
 </li>
 <li>
 Addresses concerns and reviews the status of the daily operation with Department Heads and General Manager to ensure quality and continuity in operations.
 </li>
 <li>
 Manage any emergencies that arise during the Swing/PM hours.
 </li>
 <li>
 Responsible for directly managing the overnight team: Overnight Manager on Duty (MODs), Night Auditor. Training, SOPs, scheduling, performance evaluations.
 </li>
 <li>
 Able to cover overnight shifts, when needed.
 
 
 
 </li>
 </ul>
 
 What are we looking
 
 
 for?
 
 
 
 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.
 
 
 <ul>
 <li>
 Hospitality - We're passionate about delivering exceptional guest experiences.
 </li>
 <li>
 Integrity - We do the right thing, all the time.
 </li>
 <li>
 Leadership - We're leaders in our industry and in our communities.
 </li>
 <li>
 Teamwork - We're team players in everything we do.
 </li>
 <li>
 Ownership - We're the owners of our actions and decisions.
 </li>
 <li>
 Now - We operate with a sense of urgency and discipline.
 
 
 
 </li>
 </ul>
 In addition, we look for the demonstration of the following key attributes:
 
 
 <ul>
 <li>
 Knowledge of computer systems for registration, reservations, communications and back-up systems.
 </li>
 <li>
 Mathematical comprehension to understand and interpret numbers as they apply to operations.
 </li>
 <li>
 Ability to read, write, speak and understand the English language to communicate with guests and team members.
 </li>
 <li>
 Ability to effectively deal with internal customers and external guests which requires tact, patience, and diplomacy.
 </li>
 <li>
 Ability to lead, delegate, follow up and supervise staff.
 </li>
 <li>
 Knowledge of handling hotel emergencies (fire, theft, natural disaster) is very helpful.
 </li>
 <li>
 Complete knowledge of hotel operations preferred.
 
 
 
 </li>
 </ul>
 Pay Range:
 
 The annual pay range is $72,000-$75,000 and is based on applicable and specialized experience and location.
 
 
 
 
 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:
 
 
 <ul>
 <li>
 Access to your pay when you need it through DailyPay
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 <li>
 Health Insurance (Full-Time Only)
 </li>
 <li>
 Career growth and development
 </li>
 <li>
 Team Member Resources Groups
 </li>
 <li>
 Recognition and rewards program
 </li>
 <li>
 Go Hilton travel discounts program
 </li>
 <li>
 Best-In-Class Paid Time Off (PTO)
 </li>
 <li>
 Supportive parental leave (Full-Time Only)
 </li>
 <li>
 Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
 </li>
 <li>
 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)
 
 
 
 </li>
 </ul>
 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.
 
 
 
 Work Locations
 
 
 
 Embassy Suites LosAngeles Intl Airport
 
 
 
 Schedule
 
 
 
 Full-time
 
 
 
 Brand
 
 
 
 Embassy Suites by Hilton
 
 
 
 Job
 
 
 
 General Manager/Hotel Manager
</div>

Guest Services Manager - Swing/PM Shift (EXEMPT) - Embassy Suites - LAX South

Marriott International

<div>Additional Information 
Job Number26030647 
Job CategoryRooms &amp; Guest Services Operations 
LocationThe Red Sea EDITION, Shura Island, Hanak, Saudi Arabia, Saudi Arabia, 48313 
ScheduleFull Time 
Located Remotely?N 
Position Type Management 
<div><div>JOB SUMMARY 
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. 
CANDIDATE PROFILE 
Education and Experience
<ul><li>High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.</li></ul>
OR
<ul><li>2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.</li></ul> 
CORE WORK ACTIVITIES 
Maintaining Guest Services and Front Desk Goals
<ul><li>Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.</li></ul>
<ul><li>Develops specific goals and plans to prioritize, organize, and accomplish your work.</li></ul>
<ul><li>Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.</li></ul>
<ul><li>Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.</li></ul>
<ul><li>Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.</li></ul>
<ul><li>Understands the impact of department&rsquo;s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.</li></ul> 
Supporting Management of Front Desk Team
<ul><li>Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.</li></ul>
<ul><li>Encourages and building mutual trust, respect, and cooperation among team members.</li></ul>
<ul><li>Serving as a role model to demonstrate appropriate behaviors.</li></ul>
<ul><li>Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.</li></ul>
<ul><li>Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.</li></ul>
<ul><li>Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.</li></ul> 
Ensuring Exceptional Customer Service
<ul><li>Provides services that are above and beyond for customer satisfaction and retention.</li></ul>
<ul><li>Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.</li></ul>
<ul><li>Responds to and handles guest problems and complaints.</li></ul>
<ul><li>Sets a positive example for guest relations.</li></ul>
<ul><li>Empowers employees to provide excellent customer service.</li></ul>
<ul><li>Observes service behaviors of employees and provides feedback to individuals.</li></ul>
<ul><li>Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.</li></ul>
<ul><li>Ensures employees understand customer service expectations and parameters.</li></ul>
<ul><li>Interacts with guests to obtain feedback on product quality and service levels.</li></ul>
<ul><li>Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.</li></ul> 
Managing Projects and Policies
<ul><li>Implements the customer recognition/service program, communicating and ensuring the process.</li></ul>
<ul><li>Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.</li></ul>
<ul><li>Supervises same day selling procedures to maximize room revenue and control property occupancy.</li></ul>
<ul><li>Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.</li></ul>
<ul><li>Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.</li></ul> 
Supporting Human Resource Activities
<ul><li>Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.</li></ul>
<ul><li>Solicits employee feedback, utilizes an &ldquo;open door&rdquo; policy and reviews employee satisfaction results to identify and address employee problems or concerns.</li></ul>
<ul><li>Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.</li></ul>
<ul><li>Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.</li></ul>
<ul><li>Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.</li></ul>
<ul><li>Participates in employee progressive discipline procedures.</li></ul> 
Additional Responsibilities
<ul><li>Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.</li></ul>
<ul><li>Analyzes information and evaluating results to choose the best solution and solve problems.</li></ul>
<ul><li>Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.</li></ul>
<ul><li>Performs all duties at the Front Desk as necessary.</li></ul>
<ul><li>Runs Front Desk shifts whenever necessary.</li></ul>
<ul><li>Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.</li></ul></div><div> 
</div>At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act &ndash; polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations &ndash; breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional. 
<div>
 
But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.</div><div>
 
We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div></div>

Front Office Manager - Saudi National

Hilton

<div>Concierge Manager
A Concierge Manager/Head Concierge supervises the Concierge Team and sets the department goals to help Team Members to create an exceptional Guest and customer experience. 
 
What will I be doing? 
As a Concierge Manager/Head Concierge, you will supervise the Concierge Team and set the department goals to help Team Members to create an exceptional Guest and customer experience. A Concierge Manager/Head Concierge is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
<ul><li>Supervise daily Concierge operations</li>
<li>Set Departmental objectives, work schedules, budgets, policies and procedures</li>
<li>Monitor the appearance, standards and performance of the Concierge Team Members with an emphasis on training and teamwork</li>
<li>Ensure Team Members have current knowledge of hotel products, services, pricing and policies as well as a good knowledge of the local area</li>
<li>Maximise Sales revenues through up-selling and marketing programmes</li>
<li>Monitor Guest satisfaction reports and implement actions to improve results</li>
<li>Maintain good communication and working relationships with all hotel areas</li>
<li>Project a professional manner with an emphasis on hospitality and Guest service</li>
<li>Act in accordance with policies and procedures when working with front of house equipment and property management systems</li>
<li>Attend Front of House/Hotel meetings, as required</li>
</ul>What are we looking for? 
Concierge Manager/Head Concierges 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:
<ul><li>A degree or diploma in Hotel Management or equivalent</li>
<li>Front Office supervisory experience in the hotel, leisure or retail sector</li>
<li>Possess strong commercial awareness and Sales capabilities</li>
<li>Excellent leadership skills, inter-personal and communication skills</li>
<li>A passion for delivering exceptional levels of guest service</li>
<li>Excellent grooming standards</li>
</ul>It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
<ul><li>Previous experience working as a Concierge Supervisor or Head Concierge in a hotel environment</li> 
</ul> 
 
What will it be like to work for Hilton? 
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision &ldquo;to fill the earth with the light and warmth of hospitality&rdquo; unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!</div>

Concierge Manager

<div>Additional InformationOpen Schedule Availability required. 
Job Number26040752 
Job CategoryRooms &amp; Guest Services Operations 
LocationCourtyard by Marriott Seattle Southcenter, 400 Andover Park W, Tukwila, Washington, United States, 98188 
ScheduleFull Time 
Located Remotely?N 
Position Type Management 
Pay Range: $28.35-$31.25 per hour 
Bonus Eligible: Y
<div><div>JOB SUMMARY
Supports the successful execution of all operations in the hotel operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.
CANDIDATE PROFILE
Education and Experience
<ul><li>High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.</li></ul>
OR
<ul><li>2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.</li></ul>
CORE WORK ACTIVITIES
Supporting Operations Team
<ul><li>Ensures that goals are being translated to the team as they relate to guest tracking and productivity.</li></ul>
<ul><li>Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.</li></ul>
<ul><li>Assists in ensuring that the team has the capabilities to meet expectations.</li></ul>
<ul><li>Leads by example demonstrating self-confidence, energy and enthusiasm.</li></ul>
<ul><li>Assists employees in understanding guests&rsquo; ever-changing needs and expectations, and exceeding them.</li></ul>
Supporting Property Operations Function(s)
<ul><li>Follows property specific second effort and recovery plan.</li></ul>
<ul><li>Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.</li></ul>
<ul><li>Takes proactive approaches when dealing with employee concerns.</li></ul>
<ul><li>Extends professionalism and courtesy to employees at all times.</li></ul>
<ul><li>Communicates/updates all goals and results with employees.</li></ul>
<ul><li>Meets semiannually with staff on a one-to-one basis.</li></ul>
<ul><li>Assists/teaches the team scheduling against guest and hours/occupied room goals.</li></ul>
<ul><li>Performs hourly job functions as needed.</li></ul>
Managing and Monitoring Activities that Affect the Guest Experience
<ul><li>Provides excellent customer service by being readily available/approachable for all guests.</li></ul>
<ul><li>Takes proactive approaches when dealing with guest concerns.</li></ul>
<ul><li>Extends professionalism and courtesy to guests at all times.</li></ul>
<ul><li>Responds timely to customer service department request.</li></ul>
<ul><li>Ensures all team members meet or exceed all hospitality requirements.</li></ul>
Assisting in Managing Profitability
<ul><li>Assists in performing required annual Quality audit with GM &amp; RD.</li></ul>
<ul><li>Ensures a viable key control program is in place.</li></ul>
<ul><li>Understands financial statements, sales and activity reports, and other performance data.</li></ul>
Conducting Human Resources Activities
<ul><li>Interviews and assists in making hiring decisions.</li></ul>
<ul><li>Receives hiring recommendations from team supervisors.</li></ul>
<ul><li>Ensures orientations for new team members are thorough and completed in a timely fashion.</li></ul> 
</div><div>
</div>At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.<div>
All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.</div><div> 
 
</div><div>Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.</div><div> 
 
</div><div>Washington Full-time Applicants Only: Employees will accrue paid sick leave, 0.03654 PTO balance for every hour worked and be eligible to receive a minimum of 7 holidays annually.</div><div> 
 
</div><div>Washington Part-time Applicants Only: Employees will accrue paid sick leave and be eligible to receive a minimum of 7 holidays annually.</div>
At Courtyard, we&rsquo;re passionate about better serving the needs of travelers everywhere. It&rsquo;s what inspired us to create the first hotel designed specifically for business travelers, and it&rsquo;s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We&rsquo;re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve &ndash; all while having fun. 
 
 
<div>In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div></div>

Operations Manager

<div>Guest Relations Manager
A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience. 
 
What will I be doing? 
As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
<ul><li>Meet, greet and direct Guests who enter the lobby area</li>
<li>Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements</li>
<li>Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner</li>
<li>Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations</li>
<li>Manage, record and resolve promptly Guest or customer complaints</li>
<li>Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge</li>
<li>Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate</li>
<li>Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest</li>
<li>Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget</li>
<li>Maintain good communication and work relationships in all hotel areas</li>
<li>Maintain staffing levels to meet business demands</li>
<li>Attend all Reception meetings and Executive Lounge Meetings</li>
<li>Comply with hotel security, fire regulations and all health and safety legislation</li>
<li>Act in accordance with policies and procedures when working with front of house equipment and property management systems</li>
<li>Assist with other departments, as necessary</li>
</ul>What are we looking for? 
Guest Relations 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:<ul>
<li>Previous managerial experience in a customer service function</li>
<li>An ability to listen and respond to demanding Guest needs</li>
<li>Excellent leadership, interpersonal and communication skills</li>
<li>Accountable and resilient</li>
<li>Commitment to delivering a high level of customer service</li>
<li>Ability to work under pressure</li>
<li>Flexibility to respond to a variety of different work situations</li></ul>
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:<ul>
<li>Previous experience in a customer service function or a similar role</li>
<li>A passion for delivering an exceptional level of Guest service</li>
<li>High level of IT proficiency</li></ul> 

What will it be like to work for Hilton? 
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision &ldquo;to fill the earth with the light and warmth of hospitality&rdquo; unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!</div>

Guest Relations Manager

<div>
 A Duty Manager works closely with Guests to greet, converse, and assist with enquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel lobby.
 
 
 
 What will I be doing?
 
 
 
 As a Duty Manager, you will work closely with Guests to greet, converse, and assist with enquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel lobby. A Duty Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
 
 
 <ul>
 <li>
 Occupy the hotel lobby and other public areas, particularly at busy times
 </li>
 <li>
 Engage Guests in conversation and provide general assistance
 </li>
 <li>
 Manage, record, and resolve promptly all Guest complaints
 </li>
 <li>
 Meet and greet VIP Guests and major corporate clients upon arrival
 </li>
 <li>
 Coordinate the services and special facilities provided to long-stay Guests
 </li>
 <li>
 Understand all credit procedures and ensure they are applied
 </li>
 <li>
 Stay current with all hotel products, services, policies and emergency procedures
 </li>
 <li>
 Monitor Guest satisfaction reports and implement actions to improve results
 </li>
 <li>
 Handle, record and follow through with management issues or emergencies that arise
 </li>
 <li>
 Conduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc.
 
 
 
 </li>
 </ul>
 
 What are we looking for?
 
 
 
 Duty 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:
 
 
 <ul>
 <li>
 Previous supervisory experience in Front Office within the hotel/leisure/retail sector
 </li>
 <li>
 Good knowledge of Health and Safety and security procedures
 </li>
 <li>
 Calm, efficient and the ability to work well under pressure
 </li>
 <li>
 Excellent leadership skills and exceptional communication skills
 </li>
 <li>
 A passion for delivering exceptional levels of guest service
 </li>
 <li>
 Possess strong commercial acumen, with experience in increasing profitability in a tight market sector
 </li>
 <li>
 Experience in managing budgets, revenue proposals and forecasting results in a similar sized property
 
 
 
 </li>
 </ul>
 It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
 
 
 <ul>
 <li>
 Previous role as a senior supervisor or Duty Manager in a similar quality hotel
 </li>
 <li>
 A degree or diploma in Hotel Management or equivalent
 </li>
 <li>
 In-depth knowledge of the hotel, leisure or service sector
 
 
 
 </li>
 </ul>
 
 What will it be like to work for Hilton?
 
 
 
 Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision &ldquo;to fill the earth with the light and warmth of hospitality&rdquo; unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
 
 
 
 Work Locations
 
 
 
 Hilton Kuwait Resort
 
 
 
 Schedule
 
 
 
 Full-time
 
 
 
 Brand
 
 
 
 Hilton Hotels &amp; Resorts
 
 
 
 Job
 
 
 
 Guest Services, Operations, and Front Office
</div>

Duty Manager

Sideout Athlete Development

<div>
 
 Benefits:
 
 
 
 <ul>
 <li>
 401(k)
 </li>
 <li>
 401(k) matching
 </li>
 <li>
 Competitive salary
 </li>
 <li>
 Dental insurance
 </li>
 <li>
 Employee discounts
 </li>
 <li>
 Health insurance
 </li>
 <li>
 Opportunity for advancement
 </li>
 <li>
 Paid time off
 </li>
 <li>
 Training &amp; development
 </li>
 <li>
 Vision insurance
 </li>
 <li>
 Wellness resources
 
 
 
 </li>
 </ul>
 
 Title: Guest Relations and Front Office Manager
 
 
 
 
 Department: Guest Services
 
 
 Company: The Goodstone Inn &amp; Restaurant
 
 
 Reports To: General Manager
 
 
 
 
 Be the First Impression&mdash;and Set the Standard
 
 
 
 At Goodstone, this role is more than managing a front desk. The Guest Relations &amp; Front Office Manager is the face of the property, responsible for creating a seamless, high-touch guest experience from arrival through departure&mdash;while leading the front office team and overseeing daily operations. This is a hands-on leadership role for someone who naturally steps onto the floor, connects with guests, and takes ownership of both the experience
 
 and
 
 the team delivering it.
 
 
 
 What You&rsquo;ll Own
 
 
 
 <ul>
 <li>
 Lead, coach, and develop the Guest Services team (hiring, training, scheduling, accountability)
 </li>
 <li>
 Own the arrival and departure experience&mdash;first impressions matter here
 </li>
 <li>
 Be a visible, on-the-floor leader during peak guest times
 </li>
 <li>
 Oversee daily front office operations, including reservations, check-ins, and check-outs
 </li>
 <li>
 Act as the primary point of contact for VIP guests, escalations, and service recovery
 </li>
 <li>
 Partner across departments (restaurant, housekeeping, events, maintenance) to ensure a seamless guest experience
 </li>
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 Identify opportunities to elevate service, drive upsells, and enhance guest engagement
 </li>
 <li>
 Maintain strong operational control while continuously improving service standards
 </li>
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 Stay calm, decisive, and solution-focused in high-pressure situations
 
 
 
 </li>
 </ul>
 
 What We&rsquo;re Looking For
 
 
 
 <ul>
 <li>
 3&ndash;5+ years in hospitality, preferably in a boutique, luxury, or high-touch environment
 </li>
 <li>
 At least 1&ndash;2 years of leadership experience in front office or guest services
 </li>
 <li>
 Proven ability to lead a team, run a shift, and step in when needed
 </li>
 <li>
 Strong guest presence&mdash;you&rsquo;re comfortable being front-facing and highly visible
 </li>
 <li>
 Experience handling guest complaints, service recovery, and high-expectation guests
 </li>
 <li>
 Ability to multitask and prioritize in a fast-paced, ever-changing environment
 </li>
 <li>
 Strong communication skills&mdash;you can direct a team and connect with guests easily
 </li>
 <li>
 Detail-oriented with a strong sense of ownership and accountability
 </li>
 <li>
 Experience with hotel systems (Maestro preferred, not required)
 </li>
 <li>
 Flexible schedule, including weekends and holidays
 
 
 
 </li>
 </ul>
 
 What Will Make You Stand Out
 
 
 
 <ul>
 <li>
 Experience in a boutique inn, resort, or luxury hospitality setting
 </li>
 <li>
 A leadership style that is hands-on, direct, and accountable
 </li>
 <li>
 Someone who naturally steps in to solve problems instead of waiting to be asked
 </li>
 <li>
 Experience working across departments to deliver a seamless guest experience
 </li>
 <li>
 A mindset of &ldquo;this is my property&rdquo;&mdash;you take pride and ownership in the details
 
 
 
 </li>
 </ul>
 
 Why This Role Matters
 
 
 
 This role sits at the center of the guest experience. You&rsquo;re not just managing a team; you&rsquo;re shaping how guests experience Goodstone, influencing how we operate day to day, and setting the standard for what great service looks like.
 
 
 
 Schedule &amp; Expectations
 
 
 
 <ul>
 <li>
 Full-time, including weekends and holidays (this is hospitality&mdash;no surprises here)
 </li>
 <li>
 Must be flexible and present during peak guest times
 
 
 
 </li>
 </ul>
 
 Work Environment
 
 
 
 This role operates in a fast-paced, guest-facing hospitality environment where no two days look the same.
 
 
 You will spend much of your time in public spaces across the property, interacting with guests and supporting your team in real time. This is a highly visible, hands-on role that requires flexibility, quick decision-making, and strong communication across departments.
 
 
 <ul>
 <li>
 Regular movement between the front desk, guest areas, and other departments
 </li>
 <li>
 Frequent interaction with guests, staff, and leadership throughout the day
 </li>
 <li>
 Indoor and outdoor work in varying weather conditions
 </li>
 <li>
 Ability to adapt quickly to changing priorities, guest needs, and last-minute requests
 </li>
 <li>
 Use of standard office and hotel systems (computer, phone, reservation systems)
 
 
 
 </li>
 </ul>
 
 Physical Requirements
 
 
 
 The physical demands of this role reflect the hands-on nature of hospitality leadership at Goodstone.
 
 
 <ul>
 <li>
 Ability to stand and walk for extended periods of time
 </li>
 <li>
 Frequent movement across the property, including walking outdoors and climbing stairs
 </li>
 <li>
 Ability to lift and carry up to 30&ndash;50 pounds occasionally
 </li>
 <li>
 Use of hands and arms for reaching, handling, and operating equipment
 </li>
 <li>
 Clear verbal communication and active listening are essential for guest and team interactions
 </li>
 <li>
 Ability to remain active, engaged, and present throughout a full shift
 
 
 
 </li>
 </ul>
 
 Supervisory Responsibility:
 
 
 
 This position supervises front-of-house staff during service.
 
 
 
 Additional Notes
 
 
 
 This job description is not intended to be a comprehensive listing of all duties or responsibilities. Duties may change at any time, with or without notice.
 
 
 
 Equal Opportunity Employer
 
 
 
 Goodstone Inn &amp; Restaurant is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Goodstone Inn &amp; Restaurant is a drug-free workplace. Pre-employment and ongoing drug and alcohol screenings may be required.
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Guest Relations and Front Office Manager

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