Guest Experience Manager, Manager Duty - Embassy Suites Hilton Miami Airport

Overview

Guest Experience Manager, Manager On Duty - Embassy Suites by Hilton Miami Airport (HOT0C04Y). This position reports to the Night Manager and oversees 5 team members per shift including front desk, bell and airport drivers.

• Oversee all hotel operations to include, but not limited to, guest service and registration (check-in/check-out), staffing, room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, systems use and management, department management and policy and procedure implementation and enforcement
• Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolve guest concerns
• Communicate with and ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Assist in operational areas as needed (i.e. serve as bellperson, cover breaks, etc.)
• Patrol the hotel and the property to observe service and quality levels and safety and security status to address any issues or concerns
• Monitor and assess service and satisfaction trends (SALT, Revinate, etc.), evaluate and address issues and make improvements accordingly
• Complete and review reports
• Ensure compliance with Company standards

• Minimum 1-2 years' experience as a Front Office Manager in a hotel
• Open flexibility and willing to work nights and overnights; shift pattern includes all shifts including overnights and weekend/holiday availability
• Previous hotel experience required
• Hilton and OnQ experience highly preferred but not mandatory
• Bi-lingual is highly preferred

• Quality
• Productivity
• Customer Focus

Since being founded in 1919, Hilton has been a leader in the hospitality industry. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• 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:

• Quality
• Productivity
• Customer Focus

• Access to your pay when you need it through Daily Pay
• Medical Insurance for you and your family
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel discount program
• Supportive parental leave
• Matching 401(k)
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Debt-free education:
  Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs

* Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.