Assistant Guest Services Manager Job Dallas area,Texas USA,Hospitality / Hotel / Catering

The Assistant Guest Services Manager serves as a dynamic, visible leader on the front lines of hotel operations, driving first and last impressions while ensuring seamless execution across the porte-cochère, valet team, bell desk, and guest reception. This role bridges high-touch curbside hospitality with expert departmental coordination, mentoring colleagues to deliver personalized, proactive service aligned with Fairmont luxury standards.

ESSENTIAL JOB FUNCTIONS

Maintain an active, visible leadership presence on the front drive and lobby floor during peak arrival and departure banks, actively directing flow and handling high-volume surges.

Oversee daily execution of door, bell, and luggage services, ensuring baggage delivery, storage, and retrieval meet Fairmont luxury response times.

Partner closely with third-party valet operations and parking leadership to manage traffic flow, eliminate curbside bottlenecks, enforce safety protocols, and ensure vehicle retrieval promptness.

Direct the staging and greeting protocols for VIP arrivals, motorcoach tours, large corporate group movements, and high-profile convention check-ins.

Champion Fairmont brand standards, Leading Quality Assurance (LQA) service expectations across all touchpoints.

Identify, prepare for, greet, and escort VIPs, personalizing their arrival and departure experiences.

Take immediate ownership of guest escalations, executing empowered service recovery, issuing adjustments or credits where warranted, and documenting root causes for divisional review.

Analyze guest feedback through hotel systems and service recovery tracking to identify operational bottlenecks and implement corrective coaching.

Lead daily shift briefings and line-ups, communicating daily VIP movements, group arrivals, city events, and luxury standard focuses.

Train, cross-train, and coach Bell Captains, Bell persons, Door Attendants, and Concierges.

Foster an inclusive, high-engagement Heartist culture, recognizing outstanding performance and handling performance management, progressive discipline, and attendance tracking in accordance with hotel policy.

Build efficient, labor-optimized departmental schedules based on occupancy, group resumes, and arrival/departure forecasts.

Manage inventory, key control, luggage tag tracking, and uniform standards across all guest services areas.

Ensure strict adherence to PCI compliance, guest data confidentiality, and key security policies.

Assist the Director of Front Office and Director of Rooms with special operational projects, standard operating procedure updates, and departmental audits.

Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Maintain positive guest relations at all times.

Resolve guest complaints, ensuring guest satisfaction.

Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Maintain complete knowledge of:

all hotel features/services, hours of operation.

all hotel restaurant food concepts, menu price range, dress code and ambiance.

all hotel room types, numbers/names, layout, appointments, amenities and locations.

all hotel room rates, special packages and promotions.

daily house count and expected arrivals/departures (particularly VIPs).

scheduled daily group activities, names and location of meeting/banquet rooms.

local events, attractions, holiday schedules.

Obtain department keys and/or radio; ensure security of such.

Access all functions of computer system in accordance with departmental specifications.

Set up workstation…