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Full-time
high school
Posted 60d ago
Apply by Jun 12
~40 hrs/week
Responsibilities
The Guest Experience Manager is responsible for providing an upscale guest experience and managing the resolution of guest complaints. They coordinate with sales and operations teams to monitor room blocks and ensure brand standards are met.
Requirements
Requires a high school diploma or equivalent and five years of customer service experience. Proficiency in PMS systems is preferred, along with the ability to work flexible shifts including weekends and holidays.
Full job description
Overview
Opportunity: Guest Experience Manager
Generates and provides an upscale and authentic experience for guests while maintaining consistent communication with the operations team. Supplies guests with relevant information and ensures all requests are met according to established brand standards.
Potential Career Path
Front Desk Supervisor – Front Office Manager
Position Requirements
Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.
Manage the resolution process for all guest complaints and service recovery.
Point of contact for escalated complaints.
Manage Loyalty program, including delivering amenities to members at arrival.
Point of contact for all groups and meetings.
Communicate with sales, front office and reservations in order to coordinate and monitor guest room blocks and special reservation needs.
Work to continually improve Guest Voice scores through establishing good rapport with clients and being readily available for guests during conferences.
Register and assign VIP guests to hotel rooms.
Make and confirm reservations and respond to guest requests in a timely manner.
Be fully aware of guest satisfaction scores and work primarily toward increasing overall guest satisfaction and respond to all outlets in a timely fashion.
Coordinate multiple events per year that follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
Ensure overall guest satisfaction.
Perform other duties as requested by management.
Experience
High School diploma or equivalent preferred.
Five years of previous customer service experience or equivalent training required.
Knowledge of PMS systems preferred.
Work Environment and Context
Work schedule varies and will include working on holidays, weekends and alternate shifts.
Requires standing for extended periods, walking, pushing, lifting up to 25pounds, bending and reaching; stooping, kneeling, or crouching.
What We Believe
People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It
About Us
HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.
To see other opportunities at this location, click here.
Related keywords
HospitalityGuest VoicePMSService RecoverySustainabilityEarthViewOSHAMSDSFront OfficeHotel ManagementVIP ServicesLoyalty Program
About Hilton Garden Inn - Pittsburgh University Place
Located in the heart of Pittsburgh’s eclectic neighborhood of Oakland, the Hilton Garden Inn Pittsburgh University Place hotel is within walking distance of several world-class educational institutions and medical venues including The University of Pittsburgh, Carnegie Mellon University, Presbyterian Hospital, Children's Hospital of Pittsburgh, and Magee Womens Hospital. Perfect for any traveler, the hotel is just steps away from popular tourist destinations including Phipps Conservatory, Soldiers and Sailors Memorial Hall, Carnegie Museum of Art and Natural History among others. Enjoy a cooked to order breakfast, the Hilton Garden Inn's classic Mobley burger for lunch, or local brews and hand-crafted cocktails in the Garden Grille & Bar, open daily. Hop on the complimentary shuttle and visit downtown Pittsburgh or the trendy neighborhoods of Shadyside and Lawrenceville. Planning a meeting or special event? Choose from one of the Hilton Garden Inn's 12 different venues to choose from, accommodation groups of 2 to 200. Onsite catering along with audio-visual equipment offer you ease of planning from beginning to end. Onsite valet parking, 24-hour grab n' go market, fitness center, business center, and complimentary wifi make this hotel your go-to when in Pittsburgh.
Offices: 3454 Forbes Ave, Pittsburgh, Pennsylvania 15213, US
Based on 412 listings with disclosed salaries, most hospitality jobs in Pennsylvania pay between $48k–$85k per year. Individual offers vary with seniority, company size, and specialization.
How many Hospitality jobs are open in Pennsylvania right now?
There are currently 9,526 open hospitality positions in Pennsylvania listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Hospitality roles in Pennsylvania?
Companies currently hiring include Domino's, Aramark Healthcare+, Sheetz, Compass Group, Starbucks, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Hospitality jobs in Pennsylvania?
Yes — 99 of the 9526 open hospitality positions offer remote or hybrid work (60 remote, 39 hybrid).
How do I apply for Hospitality jobs in Pennsylvania?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.