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Guest Services Manager Home2 Suites by Hilton Syracuse Liverpool Airport Area Liverpool, NY Job Details Full-time From $41,600 a year 3 days ago Benefits Health savings account Health insurance Dental insurance Paid time off Employee discount Life insurance Qualifications Customer communication Staff supervision Resort experience Team leadership In-person customer service Shift management Managing hospitality teams High school diploma or GED Business Administration Business Associate's degree General management

Full Job Description Objective:

Achieve the highest level of guest satisfaction by providing efficient and superior guest service

Job Summary:

The Guest Services Manager oversees all front desk and breakfast operations, ensuring a clean, welcoming, and efficient environment for guests and team members. This role leads the front desk and breakfast staff to uphold Home2 Suites by Hilton brand standards and service culture while promoting a positive and guest-focused workplace. Essential Functions and Responsibilities Exhibit a positive, "can-do" attitude and lead by example in promoting the Free to Be You service culture. Ensure prompt, friendly, and effective guest service across all front-facing areas. Monitor and respond to guest feedback via the Stay Experience Platform and review responses within 48 hours. Collaborate with other departments to resolve guest concerns and service recovery using Hilton tools. Oversee all front desk functions, including check-in/out, reservations, folio accuracy, and billing. Review daily reports for open folios, high balances, and adjustments; ensure corrective actions are taken. Maintain backup procedures for system outages and ensure smooth front desk operations. Monitor inventory and order supplies for front desk, market, and pantry as needed. Ensure the Home2 Market is fully stocked, organized, and inventoried monthly with expired items removed. Create and manage maintenance tickets and communicate facility issues to the appropriate team. Manage group bookings and coordinate with sales department and GM on room blocks and billing setup. Supervise breakfast operations, ensuring quality, cleanliness, and guest satisfaction during service hours. Ensure staff adhere to food safety standards per Hilton guidelines and local health codes. Maintain inventory and order food and supply items to support daily breakfast operations. Ensure the pantry is clean, organized, and adequately stocked for both breakfast and market support. Enforce standards of cleanliness, organization, and safety in all guest-facing spaces.

Additional Responsibilities:

Assumes all duties of a breakfast attendant, front desk clerk and night auditor as needed. Ensures all front desk, breakfast and night audit shifts are adequately covered. Suggests improvements to procedures and policies to improve efficiency and workflows. Implement process and procedure improvements as approved by management. Responsible to participate in and attend any meetings or huddles scheduled. Acts as Manager on Duty as needed. Any additional duties as assigned by the General Manager.

Supervisory Duties:

Hire, supervise, schedule, train, evaluate, and coach front desk, night audit, and breakfast team members. Ensure adequate shift coverage and fill in as needed for Front Desk Clerk, Night Auditor, or Breakfast Attendant. Conduct performance evaluations and support staff development and morale. Enforce safety, key control, lost and found, and Hilton brand compliance procedures.

Qualifications:

To perform this job successfully, the individual must be able to perform each essential duty and responsibility in a safe and satisfactory manner. The individual must be able to communicate effectively with coworkers and guests and have a neat appearance to represent hotel positively with guests. The individual must be punctual, have a good attendance record, and have reliable means of transportation to work. Position type and expected hours of work: This is a full-time position. This position is expected to regularly work weekends. The typical shifts for this position are 7am to 3pm or 8am to 4pm or 3pm to 11pm or 11pm to 7 am but hours may vary based on business needs.

Work Environment:

This job operates in a Hotel environment. Hotels can be a stressful environment that require frequent, pleasant communication with others, effectively deal with guests, and accept constructive feedback from supervisors. This job requires a person is able to change activity frequently and cope with interruptions. This role routinely uses cleaning chemicals and tools to clean guest rooms, public areas and food and beverage areas. Employees in this role are frequently exposed to hot water, potentially slippery floors, and cleaning chemicals and a variety of different food items. Employee must follow all chemical MSDS guidelines. Work involves considerable exposure to steam, dirt, dust, fumes, bacteria and odors. The noise level in the work environment can be loud. The employee may be exposed to hazards including, but are not limited to, cuts, slipping, tripping, falls and burns.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable Accommodations will be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to stand for long periods of time; use hands to handle or feel or reach with hands and arms. Considerable repetitive motions of hands and wrists is required. The employee must frequently lift and/or move up to 20 or more pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Required Education/Work Experience:

High school diploma or equivalent required 2+ years of hotel front desk or guest services experience required 1-2 years of supervisory or management experience in a hospitality or customer service setting

Preferred Education/Work Experience:

Associate or bachelor's degree in Hospitality Management, Business Administration, or a related field Experience in extended stay or select-service hotel brands Prior experience overseeing or supporting breakfast operations, market/pantry areas, or light food service Familiarity with hotel property management and point of sale systems, and service recovery tools Proven track record in guest satisfaction, team leadership, and cross-departmental coordination

EEO Statement:

Home2 Suites by Hilton provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Home2 Suites by Hilton complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Home2 Suites by Hilton expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of employees to perform their job duties may result in discipline up to and including discharge.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Type:

Full-time Pay:

From $41,600.00 per year

Benefits:

Dental insurance Employee discount Health insurance Health savings account Life insurance Paid time off

Work Location:

In person