Guest Service Manager

4 months ago

Edmonton, Canada DoubleTree Hilton Edmonton Downtown Full time

Essential Job Duties:
A premium will be paid to those applicants who have Hilton, ONQ experience
- Welcome guests with an appropriate greeting and consistently provide friendly, professional and attentive service. Utilize guest name at all available opportunities
- Process reservations as per brand standards using basic revenue management skills to obtain the right rate based on occupancy levels for the day(s) requested
- Offer loyalty rewards, upsells and property features/benefits
- Demonstrate professionalism at all times and comply with company standards of appearance
- Maintain confidentiality of guest and proprietary information
- Promptly check in guests ensuring identification and credit card information matches reservation, in addition to being complete and accurate
- Thank guest for choosing to stay at our Hotel; let them know we appreciate their business
- Coordinate with Housekeeping to track and update room status in computer system
- Assign room, process authorization, ensure guest signs registration card, prepare rooms keys and provide guest with property amenity and services information
- Obtain vehicle license information and accurately record in guest’s reservation file
- Communicate with other departments to ensure guest requests are resolved without delay
- Create reservations providing information regarding special rates, packages and cancellation policy(s)
- Promote Hotel rewards program and provide details regarding membership and benefits
- Print end of shift report(s), reconcile float, complete required paperwork and deposit pouch
- Follow Health & Safety and Emergency policies and procedures
- Scheduling, hiring & training staff
- Supports company, brand and industry environmental initiatives and programs through the use of environmentally friendly, sustainable products and best practices
- Ability to multi-task and work in fast paced environment
- Ability to work various shifts including evenings, weekends and holidays

Physical Requirements
- Lift, carry, push, pull, and place objects weighing up to 30 pounds
- Standing for extended periods of time

**Qualifications**:

- High School Diploma or equivalent
- Minimum 2 years customer service manager experience, previous Hilton hotel experience essential
- Proficiency with Microsoft Office Suite and hotel computer systems/programs is essential
- Hilton Brand experience highly desirable

**Job Types**: Full-time, Permanent

**Salary**: $48,000.00-$58,000.00 per year

**Benefits**:

- Dental care
- Discounted or free food
- Extended health care
- On-site parking

Schedule:

- 8 hour shift
- Weekends as needed

**Experience**:

- Guest service Management: 2 years (required)

Work Location: In person

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