Assistant Guest Services Manager

Compensation Type

Yearly

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.

Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel

An authentic Arizona experience awaits at the Kimpton Miralina Resort, where 40 lush acres and 50,000 square feet of flexible event space provide a perfect, palm-lined retreat for family getaways, business meetings and milestone celebrations. Five pools, a full-service salon and day spa, and nearby championship golf set the stage for memorable experiences framed by elegant Spanish Mission-inspired architecture, fragrant gardens filled with desert flowers, and stunning views of Camelback and Mummy Mountain.

The Assistant Guest Services Manager’s primary function is to assist the Guest Service Manager with the daily operations of the front office. He/she will act as a supervisor to all Guest Services, Concierge and Uniformed Services/Transportation personnel assist with guest complaints and represent management in the absence of the Guest Services Manager.

Fundamental Requirements:

• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Assist with development of employee morale and ensure training of Guest Services personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Assist Guest Service Agents with check-ins and checkouts; confirm that all SOP’s are being followed properly.
• Assist and supervise Guest Service Agents with daily duties.
• Train new employees, help to develop and implement training programs.
• Maintain log of rooms in “out of order” status.
• Authorize and sign adjustments and paid outs over the limit.
• Oversee discrepancy report and monitor follow-through.
• Post updated information on 72-hour sheet and review with Guest Service Agents.
• Work closely with housekeeping regarding daily room status.
• Oversee Bell staff in the absence of a Supervisor.
• Confirm that Guest Service Agents, Operators and Bellstaff complete all duties.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the…