Salary: $55,000 annually.

The Hilton Santa Clara is looking for a Guest Services Manager to join the team and lead our Guest Services Department! Come be part of one of the finest Santa Clara Hotels featuring 280 rooms in the heart of Silicon Valley next to the San Francisco 49'ers Levi's Stadium, Great America Amusement Park and Santa Clara Convention Center.

The Guest Services Manager is responsible for the overall operations of the Front Office department to include the front desk agents, PBX, bell services and security staff. The Guest Services Manager provides high quality guest service while generating maximum revenue for the department.

MUST have a flexible schedule! This position requires both day and/or evening shifts, both weekdays and weekends depending on business in the hotel and reports directly to General Manager.

Some Job Duties Includes:

• Establishes standards, policies and procedures for the Front Office staff.
• Handles guest complaints and requests. Resolve issues in a manner satisfactory to both the guest and the hotel.
• Work with Sales and Revenue managers regarding guests and groups.
• Participate and direct guest room rate setting processes and obtain maximum room revenue daily
• Assists Front Desk Agents with duties when necessary to provide excellent guest service
• Ensure shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
• Consistently monitor the performance of associates on an on-going basis and provide feedback. Reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems.
• Prepare and submit accident or injury reports when needed.
• Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow up in a timely and professional manner.
• Responsible for training all new employees, and on going training of existing employees, including cross training for all positions. Use employee training documentation to record all areas of training completed and turn them into Human Resources to be included in the employee file.
• Participate in Hotel Manager on Duty Program.
• Promote open channels of communication between all hotel departments.
• Be a Team Player and encourage the teamwork attitude among staff.

Job Qualifications:

• Must have a flexible schedule
• Prior guest service/customer service experience required
• 1-2 years of prior hotel supervisory experience
• Prior Front Office Management experience required

The Hilton Santa Clara is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. If you need accommodation for any part of the application process because of a medical condition or disability, please call (408)562-6714 or email Ngoc Diep, HRD at ngoc.diep@hiltonsantaclara.com to let us know the nature of your request.

Experience

• 2 year(s): Previous supervisory experience in Front Office preferably within the hotel.
• Proficient at Microsoft Office: Excel and Word.
• Excellent leadership, interpersonal and communication skills
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations
• Ability to work on your own and as part of a team

Education

• Associates or better in Business Management or related field

Skills

• Multi-Tasking
• Problem Solving
• ONQ
• Detail Oriented
• Teamwork
• Decision Making
• Customer Service

Behaviors

• Enthusiastic: Shows intense and eager enjoyment and interest
• Team Player: Works well as a member of a group
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)