Photo of Hilton Garden Inn Pittsburgh University Place, Pittsburgh, PA

Guest Experience Manager

Hilton Garden Inn Pittsburgh University Place

3454 Forbes Avenue
Pittsburgh, PA 15213

Hotel de 202 Chambres
Géré par HHM Hotels
Enregistrer ce travail
Tweet
LinkedIn
Temps plein

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

Publié Le 22 Mai 2026

À propos de Hilton Garden Inn Pittsburgh University Place

Quick Access To Pittsburgh Universities

Find us on the University of Pittsburgh campus, in the heart of the Oakland neighborhood. We're a short walk from UPMC hospitals and Carnegie Mellon University is within a mile. PPG Paints Arena, Acrisure Stadium, and PNC Park are within four miles. Enjoy free WiFi, on-site meeting space, and meals in the our restaurant, The Garden Grille and Bar.

À propos de HHM Hotels

An Industry Leader in Hospitality

HHM Hotels is the preferred operator to many sophisticated and institutional owners of hotel real estate, including public and private owners, across the United States and Canada. We are known for consistent outperformance in operating results, the stability of our managed portfolio and operating teams, and our unrelenting focus on people, processes, and technology. HHM Hotels is tireless in delivering results and working closely with our owners across a portfolio of 240 hotels and over $2BN in managed revenues in the United States and Canada.

MANAGEMENT

For the past 30 years, HHM Hotels has focused on building out specific and differentiated capabilities and technology to serve our owners and drive industry-leading results in the areas of revenue generation, cost management, service delivery, and associate development and retention. In particular, we have focused on developing proprietary data, processes, and business systems to drive advantage and maintain our unwavering focus on results across every aspect of our managed hotels.

INVESTMENT

HHM Hotels has a highly active and productive investment team that seeks to leverage our operating capabilities and market knowledge to source, underwrite, and introduce deals to our stable of industry-leading investment partners. We have helped put together dozens of related deals and focus carefully on potential operational efficiencies, brand or market repositioning opportunities, and other ways that we can find value through our extensive market knowledge, operating capabilities, and in-house legal, asset management, and risk management teams.

BRAND POSITIONING

Our experience with branded and independent hotels allows us to quickly determine the brand positioning within a local market to ensure the highest operational profitability. We understand the demands of hotel openings and rebranding because we’ve been on the ground to lead them, from Forbes Five-Star property openings and global product launches to corporate rebranding projects around the world.

Autres offres d'emploi