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

Location

El Segundo, CA | United States

Job description

A Guest Services/Manager on Duty for the Swing/PM shift 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 hotel, its team members and guests. Directly manages all Swing/PM shift team members. 

What will I be doing?

As 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 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 insure quality appearance, cleanliness and lighting. Reports all deficiencies and safety hazards to the engineer on duty. Follow up to insure deficiencies have been corrected. 
• Supervises and train 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. 

The annual salary range for this role is $67,000-$71,000 and is based on applicable and specialized experience and location.

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. 

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• 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:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

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 “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 at the heart of it all!

Job tags

Salary