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Guest Services Manager

posted August 28, 2017

Home2 Suites by Hilton Denver West-Federal Center
Lakewood, CO
We are looking to grow our team with people who share our passion and energy for creating the best experience for our guests and team members!
600158 l

About This Job

The Home2 Suites by Hilton Denver West Federal Center is currently recruiting an enthusiastic, guest focused, goal oriented Guest Services Manager. The GSM is responsible overseeing all aspects of the front of the house operations from front desk to complimentary breakfast service. The GSM is responsible for consistently delivering results that contribute to the overall success of the hotel by accomplishing performance goals focused on revenues, guest and team member satisfaction and effectiveness. The GSM will coordinate, direct and manage day-to-day front of the house operations at the Home2 Suites by Hilton Denver West Federal Center. The GSM reports directly to the General Manager.

The Home2 Suites by Hilton Denver West Federal Center is operated by Capri Hospitality Management, LLC. Capri is a management company that owns and operates eight hotels in the western US, with more in the pipeline. It has been in business since 1928. Corporate headquarters are located in Tucson, Arizona. It is a growing company that likes to promote from within. This position provides the opportunity for motivated individuals to be mentored into a future GM position.

The ideal candidate will need to grow and lead an award winning team, training and developing them to exceed both guest and company expectations, maintain a positive work environment, and be able to grow the business through outstanding guest service, strategic revenue management and involvement in the community.

Home2 Suites by Hilton Denver West Federal Center is an Equal Opportunity Employer. 

What you will be doing

Manage Hotel Operations

  • Work with Guest Service Representatives to provide excellent guest service
  • Manage departmental expenses to maximize revenue
  • Assist in managing revenues to maximize revenue

Hotel Sales and Marketing

  • Actively sell the hotel through impromptu site tours, reservation calls, and training the GSR’s to do the same
  • Maintain strong relationships with key hotel guests and accounts

Oversee Hotel Guest Service

  • Maintain and exceed where possible Hampton Inn & Suites operational standards
  • Ensure that all policies, procedures, federal, state, and local ordinances with regard to personnel, security, cash handling, guest relations, and safety are followed.
  • Look for ways to lower hotel costs without impacting guest satisfaction
  • Effectively manage departmental labor and cost
  • Effectively manage food costs and quality
  • Effectively manage performance of team to ensure effective and efficient operations
  • Coordinate and train hotel team on a regular basis to improve their skills and knowledge
  • Ensure property hiring and all employee practices comply with company and legal requirements and strive for a culturally diverse workplace.

Provide Superior Guest Service

  • Maintain and improve property standards and service to ensure guest satisfaction.
  • Provide exceptional guest service to all hotel guests
  • Ensure that hotel team provides exceptional guest service to all hotel guests
  • Remain highly visible and be readily available for guests at all times.
  • Continually train and promote high levels of guest service to all hotel employees
  • Regularly track and review guest satisfaction to identify areas for improvement


  • Two to four years’ hotel experience
  • One or more years of Hilton experience a plus
  • Proven track record in achieving high guest service ratings
  • Proficient in computer applications such as Word, Excel, PowerPoint, Outlook and other software as necessary.
  • Knowledge of property management systems – Experience with Hilton OnQ system a plus
  • Demonstrated knowledge in a hotel service operations, employee and guest relations, front desk
  • Ability to walk, stand, push, pull, bend, reach overhead and execute repetitive motions.
  • Ability to adapt to a dynamic, quickly-changing environment.
  • Excellent communication, time management, organizational, and leadership skills are a must
  • Must like to work with and lead team members within all departments
  • Must be able to work a flexible schedule that requires extended work hours, nights, weekends, and some holidays. Most hours will be afternoon-evening
  • Local candidates will be considered first
  • Must live within 30 minutes of hotel

About This Employer

Home2 Suites by Hilton Denver West-Federal Center

50 Van Gordon Street

Lakewood, CO 80228

Telephone (303) 985-7100

107 Room Extended Stay

At A Glance

Feel at home at Home2 Suites by Hilton Denver West - Federal Center, CO. Perfect for extended stays in the West Denver area, this all-suite hotel is located at the base of the foothills, just minutes from downtown Lakewood, downtown Denver and downtown Golden. The hotel is surrounded by shops and some of Denver's best restaurants and is only five blocks from the light rail and bus station – offering great connectivity throughout Lakewood. The Denver Federal Center, St. Anthony's Hospital and Ortho Colorado are just across the street from our warm and welcoming Lakewood hotel.

However long you are staying, you’ll find all the home comforts you need in a spacious and stylish studio or one-bedroom suite at this hotel in Lakewood, CO. Cook meals in your full kitchen, equipped with a dishwasher, microwave and refrigerator. Pick up essentials at the 24-hour Home2 MKT® or let us do the grocery shopping for you. Watch the 42-inch HDTV, enjoy your favorite music through the MP3 player and stay connected with complimentary WiFi. Pack the leash and bowl as Home2 is your pet’s home too. Start each morning with our complimentary Inspired Table™ breakfast in The Oasis - a relaxed, communal area and multitask at Spin2Cycle where you can run a load of wash as you log a few miles on the treadmill. Work out in the modern fitness center or soak in the mineral-infused waters of the indoor saline pool or hot tub.