Assistant Guest Services Manager

About the role

Directly manage the Guest Services department by providing supervision, training, scheduling, and evaluating the performance of Bell Persons and Experience Concierges, ensuring all procedures meet the hotel’s standards. Secondarily oversee or assist with the operation of the Front Desk and Call Center. Act as Manager on Duty when assigned and perform daily responsibilities of these positions to ensure optimum service to guests and visitors.

Responsibilities

• Provide world-class guest service experiences for guests pre-arrival and throughout their stay
• Ensure guests are appropriately and warmly greeted upon arrival
• Coordinate luggage collection, delivery, and storage
• Actively listen to address and resolve guest complaints and challenges
• Coordinate and manage communication between guests and staff and follow up to ensure resolution of customer concerns
• Promptly address guest requests, such as amenities, special requests, transportation, dining, and activity bookings
• Curate elevated and personalized experiences for high-profile/VIP clientele
• Prepare personalized amenities for VIP guests
• Create personalized itineraries for leisure guests
• Inform guests of hotel services, including dining options and resort activities
• Promote all hotel amenities, conveniences, and programs offered
• Manage guest relations team (Concierges, Porters, and Valet) to ensure compliance with Forbes 5-star standards and resort operating procedures
• Appraise team performance and produce regular reports
• Liaise with housekeeping and front desk to provide an overall comfortable guest experience
• Examine daily duties, assign tasks, and check on progress
• Analyze customer feedback and online reviews and suggest methods to improve guest experiences and ratings
• Recommend local tourist spots, including places to dine, shop, and sight-see
• Establish friendly relationships with regular hotel clients
• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards
• Anticipate guests’ needs, respond promptly, and acknowledge all guests regardless of time of day
• Resolve guest complaints, ensuring guest satisfaction
• Maintain complete knowledge of:
  • All hotel features and services, hours of operation
  • All room types, numbers, layout, decor, appointments, and location
  • All room rates, special packages, and promotions
  • Daily house count and expected arrivals/departures
  • Room availability status for any given day
  • Scheduled in-house group activities, locations, and times
  • All hotel and departmental policies and procedures
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts
• Ensure staff report to work as scheduled; document any late or absent employees
• Assign work duties to staff
• Conduct pre-shift meetings with staff and review all information pertinent to the day’s business
• Inspect grooming and attire of staff; rectify any deficiencies
• Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel
• Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel, including Bell/Door and Concierge staff
• Monitor the hotel front entrance and resolve any congested situations
• Monitor guest mail and ensure it is processed according to procedures
• Monitor staff interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
• Assist staff with their job functions to ensure optimum service to guests
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction
• Assist guests with reports of lost or stolen articles, following hotel policy
• Ensure all VIPs are pre-registered according to standards
• Monitor VIP arrivals; greet and escort them to their room
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures
• Coordinate delivery time of amenities with Room Service, ensuring timely delivery
• Review limousine request forms and chart information on booking calendar
• Ensure all pick-ups have room reservations and all departures are still in-house; reconfirm departure times with in-house guests
• Complete an inspection of all guest room floors, public areas, and restrooms daily and rectify deficiencies with respective departments
• Ensure all closing duties for staff are completed before staff sign out
• Provide feedback to staff on their performance
• Handle disciplinary problems and counsel employees
• Foster and promote a cooperative working climate, maximizing productivity and employee morale
• Document pertinent information in department log book
• Review status of assignments and any follow-up action with on-coming supervisor
• Assist the bell and concierge when needed

Qualifications

• High school graduate or equivalent vocational training certificate; college degree preferred
• Previous experience with cash handling
• 1 year of experience as a Guest Service or Front Desk Assistant Manager/Manager, preferably in a 4–5 diamond/star style hotel
• Fluency in English, both verbal and non-verbal
• Ability to compute basic arithmetic
• Familiarity with yield management and cost controls
• Ability to:
  • Perform job functions with attention to detail, speed, and accuracy
  • Prioritize and organize
  • Be a clear thinker, remaining calm and resolving problems using good judgment
  • Follow directions thoroughly
  • Understand guests’ service needs
  • Work cohesively with coworkers as part of a team
  • Work with minimal supervision
  • Maintain confidentiality of guest information and pertinent hotel data
  • Ascertain departmental training needs and provide such training
  • Direct performance of staff and follow up with corrections when needed
  • Input and access information in the property management system, computers, and point-of-sale system
• Valid California driver’s license with a clean driving record

Benefits

• Group medical, dental, vision, life, and disability benefits
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
• Employee assistance program
• Paid time off and sick time
• Participation in a 401(k) plan with a company match

Pay

Base Pay Start Rate: $72,000 – $75,000 per year plus bonus