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
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
-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
-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
-Participate in Hotel Manager on Duty Program.
-Promote open channels of communication between all hotel
-Be a Team Player and encourage the teamwork attitude among
-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
firstname.lastname@example.org to let us know the nature of your