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Night Manager- Guest Services

Posted November 15, 2022

DoubleTree by Hilton Hotel Newark Airport
Newark, NJ
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About This Job

REPORTS TO:       General Manager 

ESSENTIAL JOB FUNCTIONS:

  1. Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.

  2.Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend         discipline and/or termination when appropriate.

 3.Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.

4.Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency.  Solve problems of detail that come up in the course of the work.

5.Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.

6.Comply with attendance rules and be available to work on a regular basis.

7.Perform any other job related duties as assigned.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

DoubleTree by Hilton Hotel Newark Airport

128 Frontage Road
Newark, NJ 07114

(973) 690-5500

503 Room Hotel

doubletree3.hilton.com

From runway to relaxation by Newark Airport

Our hotel is next to Newark Liberty International Airport, with a free shuttle every 30 minutes. We're seven miles from Cape Liberty Cruise Port and 10 miles from New York City. Every stay starts with a chocolate chip cookie, and Starbucks coffee and grab-and-go items are available in the lobby. Enjoy our fitness center and indoor pool.