6PM Hospitality is seeking positive, forward-thinking individuals to join our team at the newly-renovated DoubleTree by Hilton in Battle Creek, MI. 6PM Hospitality consists of a team of hospitality experts who draw upon decades of experience to make everything from the front desk to the back office achieve a standard of excellence. We partner with property owners, brands, investors and financial institutions to transform short stays into unforgettable experiences, and turn investments into solid returns. Come be a part of our excellence driven team! PositionSummary: TheGuest Services Supervisor is responsible for providing strong sales techniquesand excellent guest service as well as overseeing Guest ServiceRepresentatives, according to 6PM Hospitality Core Values and Hiltonstandards. This includes going above and beyond to ensure that guests are 100%satisfied. This position will also m anage all aspects ofthe Front Office in the absence of the Guest Services Manager.
Essential Functions Report to work in professionally appropriate attire, presented neat, and clean Greet all guests in a friendly, positive manner. Ask questions of guests and make personal connections to make them feel they are welcome and valued Anticipate and meet the needs and expectations of our guests, then go one step further Lead by example and uphold all 6PM Hospitality policies Holds title of Hilton Honors Champion per Hilton brand standards Hold Team Members accountable to the standards of employment and job performance set by the Core Values of 6PM Hospitality and Hilton. Discipline Team Members as needed, according to 6PM Hospitality's policies Rotate Manager on Duty shifts, including weekends, for the hotel as business dictates Ensure front desk shifts are always covered, including weekends, holidays, call-ins, vacations, etc. making it fair for all Team Members and ensuring all job duties are covered Assist in hiring, training, and evaluating Guest Service Representatives (GSRs) Ensure all GSRs are selling the property according to the 6PM Hospitality sales standards Review all guest surveys and follow up as needed to perform any service recovery Monitor inventory in OnQ on a daily basis and correct any out of balance issues Perform property walk-arounds each day and address all issues encountered. Report any issues to the appropriate department and General Manager Assist with responding to SALT and Guest Assistance reviews Responsible for Hilton Honors Tally point deposit logs Prospect new hotel and event business Assist GSM in collecting Front Desk Prospecting with weekly guest names Input rooming lists for groups including changes/requests Provide tours of the property, being sure to highlight all of the amenities Monitor safety conditions and employees' conformance with safety procedures; update emergency plans and procedures and assure that effective training for these programs is conducted in all departments Assist GSM with conducting departmental meetings Assist other departments as needed Follow all 6PM Hospitality Processes Exhibit regular and recurrent attendance records Other duties as requested by management Position Requirements: Minimum Knowledge:
Requires ability to interpret/extract information and/or perform arithmetic functions. May require typing, basic computer knowledge, record keeping, or word processing. Good communication skills Formal Education and Job-Related Experience : This position requires a minimum formal education of a high school diploma or equivalent related experience. One year of Guest Service Representative experience required. License, Training, and/or Certification Required:
CPR Training TIPS certification (may be completed upon hire) Excellent driving record required WorkingConditions and Physical Effort: Stress Load: Regular exposure to stresses Workload Fluctuation: The workload required to perform this job requires ability to adapt to change Manual Skills: Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations Physical Effort: Some portions (10-50%) of daily assignments involve prolonged standing, transporting material or equipment, or lifting, moving, or carrying heavy (over 30 pounds) materials for intermittent periods throughout the day Physical Environment: Some portions (10-50%) of daily assignments involve exposure to dirt, odors, noise, or temperature / weather extremes. Working surfaces may be un-level, slippery, or unstable Work Schedule: Work regularly requires daytime assignments but varies according to business demands and needs. Evenings, overnights, holidays, and/or weekend assignments may be required by AGM and/or GM. Occupational Risks: Some portions (10- 50%) of daily assignments involve occupational risk, such as cuts, burns, exposure to toxic chemicals, injuries from falls, or back injury sustained with assisting in moving, lifting, or positioning equipment or materials Ergonomics Risks: Some portions (10- 50%) of daily assignments involve ergonomic risk, such as regular repetitive tasks, forceful or prolonged exertions of the hands, vibration, cold temperatures, heavy lifting, pulling, pushing, or carrying of heavy objects, poor body mechanics, restrictive workstations, or awkward postures Safety: Responsible for adhering to all safety policies and procedures of 6PM Hospitality Required Travel: Position does require travel to other 6PM Hospitality properties, client locations, or other locations. Apply today to become part of an authentic, excellence-driven team!
