Guest Services Manager/Home2 Suites by Hilton Farmimgton, New Mexico

The Home2 Suites by Hilton Farmington/Bloomfield 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 Farmington/Bloomfield. The GSM reports directly to the General Manager.

The Home2 Suites by Hilton Farmington/Bloomfield 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. We are 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.  Visit our website at to learn more about our company.

Why should you join our team?  If you are looking for a culture where you make a difference and truly are part of a successful team, then we are the place for you.  We strive to grow our team with people who share our passion and energy for creating the best experience for our guests and team members!  Our commitment has been acknowledged through the following awards: Top New Hotel Performance Award and Connie Pride Merit Award winner for outstanding Home 2 Suites brand achievements, multiple Hilton acknowledgements for Best Home2 Suites Brand Enrollments, 2017 Excellence in SALT (overall guest satisfaction/experience, Service and Loyalty Tracking) and 2017 Leader of the Year awarded to the General Manager during Capri Hospitality Management’s annual conference. 

We offer competitive wages and opportunity for advancement.  This position is benefits eligible and all associates are eligible to participate in the Hilton Employee & Friends Team Member Travel Program. Benefits include medical, dental, vision, supplemental gap medical, accident, short term disability, vacation, sick and holiday pay.

The ideal candidate will grow and lead an award-winning team through training and developing 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 Farmington/Bloomfield 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 Home2 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 operation

·        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

·        Knowledge of property management systems – Experience with Hilton OnQ system a plus

·        Proficient in computer applications such as Word, Excel, PowerPoint, Outlook and other software as necessary.

·        Proven track record in achieving high guest service ratings

·        Demonstrated knowledge in a hotel service operations, employee and guest relations, front desk

·        Ability to adapt to a dynamic, quickly-changing environment.

·        Excellent communication (both oral and written), time management, organizational, and leadership skills

·        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

·        Must be able to stand for an eight + hour shift

·        Minimum lifting, pushing and pulling of 30 pounds

·        Bending, stooping, walking, upward reaching, manual dexterity, seeing, hearing, writing, typing and execute repetitive motions with or without accommodation

·        Must have a comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors

·        Local candidates will be considered first

·        Live within 30 minutes of hotel


Join a fun and exciting team where you are Free2 Be You! We seek to grow our team with people who share our passion and energy for creating the best experience for our guests and team members.


Job Requirements

Essential Functions

  • To respectfully, serve and support your coworkers daily.
  • To be you! By being natural, professional and personable.
  • To be ready! By taking notice and using knowledge to be prepared for anything.
  • To show you care! By being thoughtful in the way you welcome, respond and connect with your guest.
  • To take action! By showing initiative, taking ownership and going the extra mile!
  • To follow the Employee Handbook & Brand Standards.
  • To pledge your commitment and dedication to providing exceptional guest service to your guest!

Job Duties

  • Be here on time and in uniform ready to work.
  • Obtain your key and assigned work duties for the day this may include any special cleaning tasks to be completed in your rooms for that day.
  • Stock your carts with rags, towels, and cleaning supplies for the day.
  • Be sure to clean rooms with room doors securely closed and your cart blocking the door. This is for your safety.
  • Begin your day by cleaning checked out rooms; at approximately 11am begin cleaning both stayovers and checkouts in order, or as requested by your supervisor.
  • Start cleaning the room by spraying the disinfectant cleaner in the bathroom.
  • Load and start the dishwasher; check cupboards and refrigerator for any food left by the guest.
  • Walk around the room making mental notes of what supplies you’ll need. Empty/pick up trash as you go. (Be sure to check under the bed skirt chairs, drawers, and coffee pot, and refrigerators for trash.)
  • Strip your bed/beds and grab all dirty linen from the bathroom and beds and place in cart. (Changing sheets on checkouts, and stayovers marked to do so is mandatory.)
  • Dust the room (this includes the window sills and AC/Heating unit) Replace the bags in all trash cans. Coffee packets regular and decaf, condiment packet and check for any light bulbs that do not work.
  • Clean the bathroom making sure you wipe down the counter, sink, faucet, phone, hairdryer, toilet, shower walls with the appropriate cleaner.  Clean the mirror; Sweep the floor before cleaning and again after cleaning, also mop the floor when finished.  (Making sure there are no signs of a previous guest by throwing away any used soap left in the room and double checking that there is no hair on the floor, shower, tub, counter, sink, or toilet.)
  • Replace all amenities in the and check for any light bulbs that do not work.  If you need light bulbs ask your supervisor for more.
  • Vacuum the room when everything else is done.  Double check you have completed your special task if there are any for the day and all normal tasks before moving on to the next room.
  • Complete any extra duties assigned to you by your supervisor.
  • At the end of the day make sure your cart is fully stocked with plenty of supplies for the next day.
  • Request repair services for rooms, fill out maintenance request forms and turn them into your manager daily.
  • Observe precautions required to protect the Hotel and guest property and report damage, theft and lost and found articles to supervisors.
  • When you are completed with your assigned tasks for the day inform your supervisor before leaving for the day.
  • Please keep in mind we are team, there may be times when management will request you to assist in another department or area.

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