Guest Service Manager

Full-Time

Collegiate Hotel Group®, is seeking a Guest Service Manager to join Graduate by Hilton East Lansing and its brilliant team of hospitality enthusiasts. 

Job Duties And Responsibilities  

• Monitors daily status of rooms, rates, discount rates and packages 

• Maintains current list of available rooms for walk situations  

• Coordinates blocking of rooms for groups  

• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations 

• Communicates hotel’s unique design elements for effective storytelling 

• Reviews and understands budgeted staffing levels to ensure that guest service, operational needs and financial objectives are met  

• Reviews guest satisfaction results and property audits to identify areas of improvement 

• Drives Front Desk Upsell Program in order to assist in maximizing hotel revenue 

• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify an address employee opportunity areas 

• Ensures staff communicates effectively with other hotel departments  

• Maintains productive relationship with Valet Parking provider 

• Regularly reviews department budget to meet budgeted wages and general expenses 

• Ensures prompt and courteous service to guests  

• Pre-registers guests according to standards  

• Completes and monitors employee schedules 

• Monitors and ensures VIP arrivals are executed to highest standard  

• Keeps track of rooms to ensure accurate status and readiness for check-in  

• Hires, trains and develops direct employees 

• Interacts positively and professionally with guests to resolve issues 

• Acts as Manager on Duty as required 

• Works nights, weekends, and holidays as needed 

• Other duties as assigned 

Education And Experience 

• Minimum of 3 years in similar leadership role.  

• High School Diploma/GED, post-high school education preferred  

Knowledge, Skills And Abilities 

• Basic math skills 

• Ability to communicate effectively verbally and in writing 

• Strong leadership skills 

• Ability to exceed expectations of guests and team members 

• Excellent time management skills 

Benefits/ Perks 

• Work today, get paid today, with Daily Pay! 

• Free telemedicine and virtual mental health care access for all team members starting day one! 

• Multiple health insurance and life insurance options 

• 401k plan + company match 

• Paid time off for eligible team members 

• Holiday pay/ paid holidays 

• Pet insurance 

• Employee Assistance Program 

• Discounted hotel rooms 

• Savings Marketplace discounts on event tickets, electronics, gym memberships + more! 

*The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process. 

*Collegiate Hotel Group is an Equal Opportunity Employer.