Guest Service Manager Spark by Hilton - 2.8 Rochester, NY Job Details Full-time $20 - $22 an hour 21 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Employee discount Opportunities for advancement Qualifications Bilingual Teamwork Resort experience Multilingual Managing teams in a customer support role Phone communication Night audit Managing hospitality teams Hotel emergency procedures Property management systems (PMS) Hotel and accommodations guest complaints handling Team motivation (leadership skill) Hotel safety procedures Client interaction via phone calls Full Job Description Overview Join our dynamic hospitality team as a Guest Service Manager, where your enthusiasm and leadership will elevate the guest experience to new heights! In this pivotal role, you will oversee daily front desk operations, ensuring seamless check-in and check-out processes, exceptional guest interactions, and efficient management of reservation systems. Your energetic approach and commitment to hospitality excellence will foster a welcoming environment that delights every guest from arrival to departure. This paid position offers an exciting opportunity to lead a passionate team while delivering memorable experiences in a vibrant hotel setting. Duties Lead and supervise front desk staff to deliver outstanding guest services with enthusiasm and professionalism Manage hotel reservations using property management systems (PMS) such as PEP, ensuring accuracy and efficiency Handle guest inquiries, complaints, and special requests with a positive attitude and swift problem-solving skills Oversee night audit procedures, reconciling accounts and ensuring financial accuracy at the end of each shift Coordinate with housekeeping, maintenance, and other departments to ensure smooth daily operations Implement hotel emergency procedures promptly and effectively to guarantee guest safety at all times Maintain high standards of phone etiquette and client communication to foster guest satisfaction and loyalty Be visible at the front desk. Schedules associates in accordance with forecasted sales; adjusts staffing as necessary for sudden changes. Plan, assign, supervise and participate in the daily activities of the Guest Service staff. Participates in the prompt and courteous check in and checkout of guests. Rates and room numbers should not be announced. Special attention should be paid to guest requests. Use guests' names when communicating with them. Provide gracious and efficient telephone service as it relates to general PBX calls. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information. Demonstrates a working knowledge of all services, facilities and programs of the hotel and effectively assists guests. Responds to guests' requests promptly, efficiently, and courteously. Communicates effectively. Arranges fulfillment of guest services by working with housekeeping, maintenance and food and beverage where applicable. Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book. Resolve conflicts and negotiate effectively. Demonstrates teamwork by cooperating, assisting, and communicating effectively with co-workers. Properly processes guest mail, messages, packages, and wake up calls. Provide concierge service - fluent knowledge of area, attractions, restaurants, special events, and guest amenities. Deliver requested items to guestrooms such as rollaway beds, cribs, pillows, towels, luggage etc. Confirms all duties and reports as specified on the shift checklist are completed accurately. Ensure staff is trained in financial control procedures and follows them regularly. Maintains Accounts Receivable. Requirements Proven experience in hospitality management or hotel front desk operations, preferably in resort environments Strong knowledge of property management systems (PMS), especially PEP or similar platforms Excellent customer service skills with the ability to resolve issues proactively and efficiently Multilingual or bilingual abilities are highly desirable to serve diverse guests effectively Familiarity with hotel emergency procedures, night audit processes, and guest relations best practices Exceptional communication skills, both verbal and written, with a focus on phone communication and client interaction Ability to lead a team with energy, motivation, and a passion for delivering memorable hospitality experiences Join us in creating unforgettable moments for our guests! We're committed to empowering our team members through comprehensive training, career growth opportunities, and a lively work environment that celebrates hospitality excellence.

Pay:

$20.00 - $22.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person