Guest Services Manager

Property: Hilton San Francisco Airport Burlingame, CA	Managed by: Stanford Hotels Corporation San Francisco, CA

Why You Want to Work for Us

To be affiliated with a leading brand in hospitality while getting personal support from Stanford Hotels Corporation. We take care of our associates.

What Our Employees Say About Us

We have a great work environment and rapport with each other. We enjoy working here and relish in the frienships created with our fellow associates.

Training We Provide

The training we provide is detailed and helps associates to not only understand their jobs, but our culture as well.

Typical Promotion Paths

The majority of our senior staff and managers started as guest service agents, servers or administrative assistants. We look for opportunities to promote from within.

How a Person Can Make an Impact in This Job

By making memorable experiences for guests and associates alike.

Who Will this Job Appeal To?

• A person who enjoys autonomy within broadly defined guidelines.
• Individuals who enjoy working at a property that develops people for promotion.
• Someone who wants to join a very progressive company.
• A person who enjoys a property that provides ongoing training to Front Office employees.

Scope of this Position

• In preparing for this position, candidate ideally will have worked in at least the following departments or positions: Front Office
• Requires a minimum of 2 year(s) of supervisory experience.
• This position reports to: Director of Operations
• Must have experience at properties of similar size and quality.
• Position will be required to work a varied schedule that may include evenings, nights, and week-ends.

Job Requirements

• Must be a citizen of this country or possess a valid work permit.
• local candidates will be considered first for the position

• Solid experience in Front Office including Front Desk, Night Audit, PBX, Reservations, Bell staff, and Guest Services.
• Ability to motivate Front Office & Reservations Employees to continuously upsell.
• Experience consistently outperforming competitive properties.
• Track record training, cross training and developing employees for promotions.
• Verifiable record improving guest service and satisfaction.
• Understand scheduling to optimize financial performance while meeting employee scheduling.
• Track record resolving customer complaints to benefit of guests and the property.
• Assure guest expectations are exceeded through proper employee training.
• Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly.
• Participate in MOD program.

• Clear, concise written and verbal communication skills.
• Ability to sell concepts and ideas to management, peers, and employees.
• Experience making presentations in front of groups.
• Ability to clearly and concisely present technical subjects.
• Maintain a good working relationship with guests, groups, and personnel from other departments.
• Demonstrate team building experience.
• Track record promoting an atmosphere of teamwork.
• Demonstrate ability to lead by example.
• Build morale and spirit.
• Participative management style.
• Use a "hands-on" approach to management.
• Abilities to inspire, train, and develop people for promotion.
• Experience communicating, training, and managing multi-lingual staffs.
• A mentor who has inspired, trained, and developed people for promotion.
• Experience training and cross-training employees.
• Instill a guest service attitude in all employees.
• Experience training and developing employees with limited education/experience.
• Instill a "can-do" attitude in employees.
• Coach employees how to resolve and de-escalate conflicts.
• Instill a calm, organized approach in all situations.

• Strong technical skills.
• Excellent time management skills.
• Strong organizational skills.
• Good knowledge of computers.
• Strong customer service orientation and skills.
• Excellent listening skills.
• Exceptional detail in follow-up.
• Solid scheduling experience.
• Follow/enforce company policies and procedures.
• Resolve problems.
• Assume responsibility/accountability.
• Excellent safety and sanitation skills.
• Understand security requirements.
• Create courteous, friendly, professional work environment.
• Provide overall direction, coordination, and ongoing evaluation of operations.
• Creative problem solving skills.
• Ability to quickly evaluate alternatives and decide on a plan of action.
• Think creatively.

• AA/AS Two year degree.

Compensation

Benefits

How to Apply

Job #128461 — Guest Services Manager

Submit your Résumé or Job Application online Build your resume and manage your career search online with the Hospitality Online Career Toolkit — it’s free, and confidential.

Management

Property Description

Why People Like to Work for Us

Property Statistics

Year built 1983 Last year renovated 2008 Number of rooms 403 Meeting rooms 8 Sq. ft. of meeting space 10,000 Banquet capacity 500 Number of employees 173		Our top markets    Corporate  SMERF  Association Peak season June through October Computer software On-Q/Delphi/Micros
		Number of F&B outlets 2 F&B revenues split Outlets Banquets 30% 70%

Food & Beverage Outlets

Restaurants  Casual/3 meal

Lounges  Lobby

Amenities

Internet Links

Stanford Hotels http://www.stanfordhotels.com/hotels/burlingame.htm

Hilton San Francisco Airport http://www1.hilton.com/en_US/hi/hotel/SFOAPHF-Hilton-San-Francis co-Airport-California/index.do

Meeting planner site http://www.webeventplanner.com/directory/sheratongatewaysfairpor t

Need of Extended Parking http://www.parkbap.com

Map

How to Apply

Job #128461 — Guest Services Manager

Submit your Résumé or Job Application online Build your resume and manage your career search online with the Hospitality Online Career Toolkit — it’s free, and confidential.