Assistant Guest Experience Manager

About the role

The Assistant Guest Experience Manager plays a pivotal role in ensuring efficient operations and exceptional guest experiences at the front desk. This role supervises front desk staff, manages guest services, and maintains service standards.

Responsibilities

• Ensure smooth check-in and check-out processes for guests, resolving any issues or concerns promptly
• Supervise front desk staff, including scheduling, training, and performance management
• Maintain guest service standards to ensure exceptional guest experiences
• Handle guest inquiries, complaints, and requests, escalating issues as needed to ensure resolution
• Cook up with housekeeping, maintenance, and other departments to ensure guest needs are met efficiently
• Aid in managing room inventory and rate strategy to maximize revenue and occupancy
• Conduct regular audits of front office procedures and systems to ensure accuracy and compliance
• Aid in implementing and enforcing hotel policies and procedures related to front office operations
• Provide support to the Guest Experience Manager in administrative tasks, such as report generation and budget management

Qualifications

• Bachelor's degree in Hospitality Management or related field preferred
• Minimum of 2 years of experience in front office operations, with supervisory experience preferred
• Strong leadership and interpersonal skills
• Excellent communication and customer service skills
• Proficiency in hotel management software and Microsoft Office Suite
• Ability to multitask and prioritize tasks effectively in a fast-paced environment
• Flexibility to work varying schedules, including nights, weekends, and holidays
• Knowledge of hotel policies, procedures, and safety regulations
• Attention to detail and problem-solving abilities

Physical Requirements

• Ability to stand and walk for extended periods of time, including during long shifts
• Ability to sit for extended periods of time while working at a computer
• Frequent use of hands and fingers for typing, data entry, and handling office equipment
• Ability to lift and/or move up to 20 pounds occasionally (files, office supplies)

Benefits

The Estate Yountville offers competitive compensation and benefits, including a yearly salary range of $62,400 - $72,800.