Assistant Guest Services Manager

Responsibilities

• Leadership & Staff Management
  • Demonstrates strong foundational knowledge of team building, fostering an environment of trust, collaboration, and open communication.
  • Builds meaningful personal connections with team members to enhance engagement, motivation, and overall departmental performance.
  • Assists in maintaining consistency across Guest Services and Concierge by driving development, implementation, and maintenance of policies, procedures, and standard practices that support operational excellence and brand alignment.
  • Ensures all Guest Services, Valet, Bell, and Concierge colleagues consistently comply with core and culture service standards.
  • Serves as a highly visible leader in public areas.
  • Assists in interviews, training, coaching, and supervision of staff; conducts performance appraisals and, when necessary, administers disciplinary action.
  • Conducts required departmental commitments including standards testing, monthly meetings, and performance reviews.
  • Builds schedule coverage for Guest Services and Concierge to optimize service and meet budgetary guidelines.
  • Ensures accurate completion of payroll, labor forecasting, and other administrative duties.
• Guest Experience & Service Recovery
  • Assists with the Front Desk and Manager on Duty shifts when needed.
  • Works with the Front Office to support group arrivals, VIPs, special guests, and guest preferences.
  • Assists with logistics on the Curbside program while ensuring synergy between Valet, Door, and Bell operations.
  • Personally engages in guest complaint resolution in collaboration with Assistant Managers, keeping senior leadership informed.
  • Ensures glitches and service recovery follow‑ups are completed accurately and in a timely manner.
  • Greets and connects with current glitch guests during their stay and departure.
  • Escorts VIP guests whenever possible and ensures seamless handling of repeat and return guests.
  • Acts as a point of contact for guests to ensure personal recognition.
  • Anticipates guest needs and ensures all reasonable requests are fulfilled promptly and efficiently.
  • Oversees proper handling of guest messages, packages, parcels, flowers, and special items.
• Concierge Expertise
  • Maintains extensive knowledge of local attractions, cultural institutions, restaurants, theaters, sports, leisure activities, exhibits, and events.
  • Cultivates strong community relationships to facilitate reservations, ticketing, transportation, and guest recommendations.
  • Demonstrates full understanding of all Concierge systems, procedures, and brand standard processes, ensuring consistency and accuracy in service delivery.
• Other Responsibilities
  • Maintains an active presence during peak operations by adjusting personal schedule as needed.
  • Ensures smooth handling of guest and patron vehicles by the valet team.
  • Works with the Bell team members to ensure efficient luggage handling.
  • Coordinates group‑related logistics with Conference Services Managers.
  • Coordinates event‑related logistics with the Banqueting Manager.
  • Attends daily and weekly operations meetings.
  • Assists in maintaining Concierge desk and storage areas in an organized, efficient state.
• Systems & Administrative
  • Proficiently uses hotel computer systems, phone systems, and department‑specific technology platforms.
  • Completes additional tasks, projects, or assignments as requested by hotel management.

• Schedules all Guest Services and Concierge team members, including Bell, Valet Parking, and Door staff, to ensure optimal coverage and maximum guest satisfaction while operating within budgeted labor guidelines.
• Completes all required payroll documentation and prepares accurate labor forecasts to support operational planning.
• Willing and flexible to assist with the Front Desk and Manager on Duty shifts when needed.
• Performs all reasonable services requested by guests, anticipates their needs, and ensures timely, efficient, and thoughtful service delivery.
• Responds appropriately and efficiently to all hotel emergencies or safety situations in accordance with established procedures.
• Ensures all guest vehicles and keys are handled with utmost caution, professionalism, and security in accordance with hotel…