Guest Service Manager

Fairfield Inn & Suites by Marriott Tacoma Puyallup

202 15th Ave SW

Puyallup, WA 98371

GUEST SERVICE MANAGER

The Fairfield Inn & Suites by Marriott Tacoma Puyallup is seeking a Guest Service Manager to join our team. The Guest Service Manager ensures a superior guest experience by efficiently managing front office operations while maximizing hotel profitability.

ABOUT US

At Hollander Hospitality, we align our people with their passion, providing award-winning service and memorable experiences. From the ground up, we build & renovate, own & operate, while recognizing that our team is our foundation and greatest asset. We are exceptional partners to one another, our guests, and our communities.

We look for people who excel in their role and are committed to delivering excellent experiences for guests. Proven through multiple awards from our partnering brands for outstanding guest service and meetings excellence, we deliver the best to our guests by creating a sense of belonging, empowerment and support to our team members, coupled with their dedication, innovative spirit, and raw talent.

STATUS:

• Full-time

SCHEDULE:

• Variable schedule; Must be available weekends and holidays

RATE OF PAY:

• $23.54 to $28.58/hr DOE

BENEFITS AND PERKS:

• Paid Time Off (PTO) accrued at a rate of 0.069231 for every hour worked. 8 paid holidays included in PTO annual accrual rate
• Paycheck Advancement Program
• Hotel Travel Discounts
• Supplemental Insurance
• Employee Assistance Program

For eligible employees:

• Insurance - Medical, Dental, Vision, Life and AD&D
• 401(k) Plan with Employer Match

QUALIFICATIONS:

Knowledge of:

• Principles and processes for providing customer service including needs assessment and evaluation of customer satisfaction.
• Front office standard operating procedures.
• Hotel emergency procedures.
• Structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.
• Area geography, restaurants, amenities, clubs and tourism industries.
• Microsoft Office programs including Word, Excel, Outlook and various hospitality Property Management Systems.

Skills and Ability to:

• Meet quality standards for service.
• Make decisions guided by established policy and procedures.
• Analyze activities and information to arrive at logical conclusions.
• Communicate clearly and concisely verbally and in writing to convey information effectively.
• Adapt to constantly changing situations and personalities ensuring quality service to all guests
• Maintain decorum in stressful situations.
• Establish and maintain effective professional, courteous, constructive relationships with guests, staff and management team.
• Successfully hire, train and motivate staff.
• Use mathematics to analyze and solve problems; add, subtract, multiply and divide quickly and accurately.
• Work varying schedules to reflect business needs of the hotel, including evenings, weekends and holidays and maintain 24-hour availability via cell phone.

Education and Experience:

• Bachelor's degree in Hospitality Management or similar preferred.
• Three years previous experience as a Guest Service Representative and at least one year experience as Front Office Supervisor required or equivalent combination of education and experience.

PHYSICAL REQUIREMENTS:

Light Work: Exerting up to 20 lbs. of force frequently, and/or a negligible amount of force constantly to move objects.

Position requires ability to exert intermittent mobility for up to 8 hours to maintain presence behind the front desk and move around the back-office area, visual acuity to analyze written information and view computer terminal and ability to express and exchange information by means of the spoken word.

Drug Free Workplace, Equal Opportunity, E-Verify Employer