Guest Service Manager – Hilton Garden Inn GR-Suburban Inns

Grand Rapids, MI
May 26, 2025
Full Time
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Average Pay*: $18 - $25
*average hourly rate for this position in your area
Deadline date:
$20 - $20

Job Description

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Job Title: Guest Service Manager – Hilton Garden Inn GR

Company: Suburban Inns

Location: Grand Rapids, MI

Pay: $20 per hour

AI Pay Analysis: An hourly rate of $20 for a “Guest Service Manager” position at Hilton Garden Inn in Grand Rapids, MI, is considered below the industry standard. Typically, salaries for this role in similar areas range from $30 to $45 per hour, reflecting responsibilities, experience, and regional cost of living. While entry-level positions might start lower, a managerial role generally commands a higher wage, especially in the hospitality sector where customer service and operational management are critical. Therefore, the offered rate may not attract well-qualified candidates or retain them in a competitive job market.

Job description:

The Hilton Garden Inn offers a vibrant, fast-paced environment with abundant opportunities for career advancement. We invite you to join a team recognized as one of the best in the Hospitality Industry.

Guest Service Manager:

  • Shifts: Flexible scheduling available between first and second shifts, with occasional third shifts. Weekend availability is required.
  • Starting Wage: $20 per hour, commensurate with experience.

As a Guest Service Manager, you will play a pivotal role in utilizing effective sales techniques and delivering exceptional guest service, in alignment with Suburban Inns and brand standards. Your commitment to ensuring complete guest satisfaction will be paramount.

Our Benefits Package Includes:

  • Discounts on hotel stays and dining for employees, friends, and family.
  • Earned Paid Time Off for all team members.
  • Comprehensive health, vision, dental, and life insurance for full-time employees.
  • Flexible scheduling options.
  • Holiday pay.
  • Eight hours of paid volunteer time per year.
  • Opportunities for advancement and professional development.
  • Monetary recognition and referral programs.
  • Fully paid maternity, paternity, or adoption leave for eligible employees under FMLA.
  • Employee Assistance Program (EAP) through Pine Rest, including three complimentary counseling sessions, online resources, and access to legal, financial, and elder care consultations.

Essential Functions:

  • Ensure team members adhere to Suburban Inns’ Core Values and performance standards; address disciplinary actions as necessary following company policies.
  • Optimize staffing levels in accordance with hotel occupancy and budgetary constraints, while monitoring team member hours to ensure appropriate use of company time.
  • Assume Manager on Duty responsibilities as required over weekends.
  • Manage hiring, training, and performance evaluations of Guest Service Representatives (GSRs).
  • Promote property sales according to Suburban Inns standards to maximize revenue and occupancy.
  • Analyze guest surveys and implement necessary service recovery actions; share insights with team to enhance service delivery.
  • Conduct daily inventory checks and resolve discrepancies.
  • Perform property walk-arounds, addressing any issues related to cleanliness, safety, and security; report concerns to the appropriate department and General Manager.
  • Assist in generating new business leads and communicate relevant information to the sales department.
  • Maintain inventory in the shop.
  • Collaborate with the sales team for guest deposits, room bookings, and group reservations.
  • Conduct property tours, highlighting amenities.

Guest Service Excellence:

  • Provide guests with information regarding hotel policies, services, and amenities.
  • Address guest inquiries and assist with local area recommendations, including dining and entertainment.
  • Resolve guest concerns professionally and tactfully.
  • Review guest survey feedback and contribute to service recovery efforts.
  • Exceed brand standards and promote member enrollments.
  • Maintain a consistent attendance record.
  • Adhere to all Suburban Inns Processes.
  • Support other departments as necessary.
  • Execute additional duties as assigned by management.

Position Requirements:

  • Minimum Knowledge: Ability to interpret information and perform basic arithmetic. Proficient typing and basic computer skills required.
  • Education and Experience: A high school diploma or equivalent is essential, along with at least one year of experience in a Guest Service Representative role.
  • Certifications: CPR Training and TIPs certification are required (may be completed upon hire).
  • Work Schedule: Flexibility is essential as shifts may include day, evening, night, holiday, and weekend assignments depending on business needs.

As a dynamic organization in a rapidly evolving industry, the responsibilities associated with this position may change to meet business requirements. The incumbent may be asked to undertake additional or varied responsibilities as necessary.

Job Posting Date: Wed, 14 May 2025 05:48:23 GMT

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