Photo of Redmont Hotel Birmingham, Curio Collection by Hilton, Birmingham, AL

Guest Services Manager

Redmont Hotel Birmingham, Curio Collection by Hilton

2101 5th Avenue North
Birmingham, AL 35203

120 Room Hotel
Managed By First Hospitality

Full-Time

What's in it for you…

  • Insurance enrollment available from DAY 1!
  • Paid time off available from DAY 1!
  • Holiday pay available from DAY 1!
  • 401(k) enrollment after 30 days!
  • Hotel and travel discounts at worldwide destinations!
  • Professional development and promotion opportunities!

About this job…

The Guest Service Manager leads the hotel’s front desk and guest services team.  Guest Service Managers must be strong problem-solvers with an unwavering focus on guest satisfaction throughout the hospitality experience.  As the team leader, Guest Service Managers must ensure adequate staffing, promote hotel brand standards, train and coach team members, and model expected behavior.  The primary responsibilities of a Guest Service Manager include attracting and retaining top talent on the guest services team, resolving guest challenges, modeling and executing hotel brand service standards, exceeding guest expectations, and maintaining excellent communication with guests, team members, supervisors, and other hotel department teams.

What you’ll be doing…

  • Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
  • Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
  • Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
  • Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
  • Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
  • Listen to guests and empathize with their challenges.  When necessary, solicit guest feedback and act on guests concerns.
  • Always maintain professionalism consistent with hotel brand and company expectations.
  • Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
  • Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
  • If applicable, maintain balance and security of house bank and accurately log all transactions.

Success factors…

Experience & Education: 

  • 2+ years of customer service experience, preferably in Hospitality or related industry
  • High School diploma or equivalency education certificate required

Communication:

  • Excellent verbal and written communication skills
  • Must be able to speak, read, and write in primary language used in the workplace
  • Physical:
  • 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
  • Lift, lower, and maneuver up to 30 pounds occasionally

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company.  First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve.  FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness.

Equal Opportunity Employer.

Posted March 28, 2024

Redmont Hotel Birmingham, Curio Collection by Hilton

At a Glance

First opened in 1925, Redmont Hotel Birmingham, Curio Collection by Hilton, underwent a complete renovation in 2015, embracing state-of-the-art technologies and amenities, while retaining the style and glamour associated with the hotel in the 1920's. Our boutique hotel is within walking distance to the Theatre District; where you will discover The Alabama Theatre, The Lyric Theatre, Paramount Restaurant and Bar, and lots of other dining and theatre options.

Organize a meeting or plan your dream wedding at this Downtown Birmingham, AL hotel. Our mezzanine level ballrooms provide the perfect setting for a host of events, and our dedicated staff will ensure your function is personalized and professional. Our 24-hour Connectivity Zone is the ideal place to check emails or make updates to your presentation.

Energize with the latest cardio and weights technology in the 24-hour fitness center. If you are in need of some pampering, we can organize a massage or facial in the comfort of your guest room. Keen golfers and beginners alike can tee off at the nearby Highlands Golf Course.

Our guest rooms offer complimentary WiFi, an ergonomic work area, a 40-inch HDTV, an iHome dock and a Keurig® coffeemaker. Choose a suite for more space and amenities, or spoil yourself in our sumptuous Presidential Suite. Enjoy a variety of tempting dining options at our hotel in Downtown Birmingham, AL. Grab a panini in our café, or relax on our rooftop terrace with a cocktail. Our full-service restaurant serves delicious American fare in a stylish setting.