Guest Services Manager - Swing​/PM Shift; EXEMPT - Embassy Suites - LAX South

Position: Guest Services Manager - Swing/PM Shift (EXEMPT) - Embassy Suites - LAX South
The Embassy Suites Los Angeles International Airport South is currently hiring an experienced and energetic Guest Services Manager for the Swing/PM shift. This role is responsible for the overall operation of the entire hotel during the Swing/PM shift to ensure guest satisfaction and safety; has the full hotel authority in the absence of the General Manager; makes decisions affecting the overall guest satisfaction, as well as the safety of the hotel, its team members and guests;

covers MOD shifts; directly manages all overnight shift team members.

What will I be doing?

As Guest Services Manager/Manager on Duty, you would be responsible for the overall operation of the entire hotel during the Swing/PM shift to ensure guest satisfaction and safety. You will have the full hotel authority in the absence of the General Manager, make decisions affecting the overall guest satisfaction, as well as the safety of the hotel, its team members and guests.

You will directly manage all Swing/PM shift team members. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Full hotel authority in absence of the General Manager during the Swing/PM shift. Serves as Manager-On-Duty to address and resolve guest and team member questions or issues. Ensures total guest satisfaction and safety.
• Tours hotel interior and exterior to ensure quality appearance, cleanliness and lighting. Reports all deficiencies and safety hazards to the engineer on duty. Follow up to ensure deficiencies have been corrected.
• Supervises and trains PM Guest Services Agents to ensure guests are satisfied with their stay and reports are accurately completed. Overall supervision of all Swing/PM shift team members, including Housekeeping and Property Operations.
• Addresses concerns and reviews the status of the daily operation with Department Heads and General Manager to ensure quality and continuity in operations.
• Manage any emergencies that arise during the Swing/PM hours.
• Responsible for directly managing the overnight team:
  Overnight Manager on Duty (MODs), Night Auditor. Training, SOPs, scheduling, performance evaluations.
• Able to cover overnight shifts, when needed.

What are we looking for?

Hilton is the leading global hospitality company, spanning the lodging sector for luxurious full-service hotels and resorts to extended-stay suite and mid-priced hotels. For more than a century, Hilton has offered business and leisure travelers the finest in accommodations, service amenities and value. Hilton is dedicated to continuing its tradition for providing exceptional gust experience across its global brands. Our vision "To fill the Earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day and our AMAZING Team Members are the heart of it all.

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

• Knowledge of computer systems for registration, reservations, communications and back-up systems.
• Mathematical comprehension to understand and interpret numbers as they apply to operations.
• Ability to read, write, speak and understand the English language to communicate with guests and team members.
• Ability to effectively deal with internal customers and external guests which requires tact, patience, and diplomacy.
• Ability to lead, delegate, follow up and supervise staff.
• Knowledge of handling hotel emergencies (fire, theft, natural disaster) is very helpful.
• Complete knowledge of hotel operations preferred.

Pay Range:
The annual pay range is $72,000-$75,000 and is based on applicable and specialized experience and location.

What will it be like to work for this Hilton Brand?

Embassy Suites by Hilton has perfected the full-service, upscale, all-suite hotel. Built on a long-standing legacy that is both inviting and comfortable, Embassy Suites properties provide guests with More Reason to Stay, offering open-air atriums, complimentary cooked-to-order breakfast, spacious two-room suites and complimentary Evening Reception every evening. Embassy Suites bundled pricing ensure that guests receive enormous value at a single price.

Whether they are traveling for business, with their family, with a group, or for leisure, our guests return again and again to experience the consistently awarded, best-in-class, customer service provided at Embassy Suites.

If you understand the importance of providing an inviting and comfortable experience and feel you can contribute to an award-winning team, you may be just the person we are looking for to work as a Team Member with Embassy Suites Hotels.

What benefits will I…