Guest Service Manager – Hilton Garden Inn GR-Suburban Inns

Grand Rapids, MI
April 7, 2025
Full Time
Apply Now
Average Pay*: $17 - $25
*average hourly rate for this position in your area
Deadline date:
$0 - $0

Job Description

Rate this Job

Job Title: Guest Service Manager – Hilton Garden Inn GR

Company: Suburban Inns

Location: Grand Rapids, MI

Pay: $22 per hour

AI Pay Analysis: The hourly rate of $22 for a “Guest Service Manager” position at Hilton Garden Inn in Grand Rapids, MI, is somewhat competitive but on the lower side compared to industry standards. As of 2023, the average pay for a Guest Service Manager in similar settings typically ranges from $15 to $25 per hour, with many positions in managerial roles closer to $25 to $30 per hour, particularly in urban areas. Given the cost of living in Grand Rapids and the responsibilities associated with managing guest services, a rate of $22 may attract candidates but could be seen as limiting in terms of recruiting experienced professionals or retaining talent over time. Overall, while it may be acceptable for entry-level hires, it might not be attractive enough for candidates with substantial experience or for a role with significant responsibilities.

Job description:

The Hilton Garden Inn offers a vibrant and fast-paced working environment with abundant opportunities for career advancement. We invite you to join the finest team in the Hospitality Industry!

Guest Service Manager:

  • Shifts: Flexible scheduling available across first, second, and some third shifts
  • Starting Wage: $22/hour, commensurate with experience

As a Guest Service Manager, you will be instrumental in showcasing exceptional sales techniques and outstanding guest service, aligned with the standards of Suburban Inns and the brand. Your commitment to exceed guest expectations will ensure a 100% satisfaction rate.

Our Benefit Package Includes:

  • Employee and Friends & Family hotel and restaurant discounts
  • Accrued Paid Time Off for all team members
  • Comprehensive insurance options (health, vision, dental, life) for full-time team members
  • Flexible scheduling
  • Holiday pay
  • 8 hours of paid volunteer time annually
  • Opportunities for professional growth and advancement
  • Monetary recognition and referral programs
  • 100% paid maternity/paternity or adoption leave for eligible employees under FMLA
  • Employee Assistance Program (EAP) through Pine Rest, offering 3 complimentary counseling visits and access to legal, financial, and elder care consultations

Essential Functions:

  • Hold team members accountable for performance standards as outlined by the Core Values of Suburban Inns and the brand, providing discipline as necessary in accordance with company policies
  • Schedule staff based on hotel occupancy while adhering to budget constraints; monitor team member hours to ensure efficiency and proper usage of company time
  • Rotate Manager on Duty responsibilities during weekends as needed
  • Hire, train, and evaluate Guest Service Representatives (GSRs)
  • Ensure GSRs are actively selling the property following Suburban Inns standards to optimize rate and occupancy
  • Review guest surveys and follow up to address service recovery needs; display completed surveys for employee review and learning
  • Daily inventory monitoring and resolution of any discrepancies
  • Conduct property walk-arounds to address issues; collect trash, used towels, and room service trays, and monitor safety and security concerns, reporting issues to the appropriate department and General Manager
  • Assist in prospecting for new hotel business and relay pertinent information to the sales department
  • Maintain inventory in the shop
  • Collaborate with the sales department regarding deposits, guest rooms, and group blocks
  • Provide property tours, highlighting amenities to prospective guests
  • Deliver exceptional guest service and promote service excellence among all team members by:
    • Sharing information about hotel policies, services, and amenities
    • Responding to guest requests for assistance with local information, including directions, dining, and entertainment
    • Tactfully resolving guest concerns and problems with professionalism
    • Reviewing guest feedback and assisting in service recovery efforts
    • Ensuring adherence to brand standards and promoting membership enrollments
    • Demonstrating regular attendance and compliance with Suburban Inns processes
    • Assisting other departments when necessary
    • Performing additional duties as assigned by management

Position Requirements:

  • Minimum Knowledge: Ability to interpret information, perform basic arithmetic functions, and possess good communication skills. Basic computer knowledge and record-keeping may be required.
  • Formal Education and Job-Related Experience: A high school diploma or equivalent is required, along with a minimum of one year of experience as a Guest Service Representative.
  • License, Training, and/or Certification Required: Completion of CPR Training and TIP certification is required, which may be completed upon hire.
  • Work Schedule: Availability to work a variety of shifts, including days, evenings, nights, holidays, and weekends, in response to business needs.

We are a progressive organization within a dynamic industry. As such, the responsibilities of this role may evolve periodically to meet the demands of the business. The incumbent may also be required to undertake additional or different tasks as assigned.

Job Posting Date: Sat, 22 Mar 2025 07:03:43 GMT

Apply now!

Related Jobs